We are seeking a dedicated Technical Analyst to join our team. In this role, you will be the go-to expert for our Operational teams, helping them and our customers maximise the value of our technology tools. You will be responsible for the maintenance and support of all Corporate Technology applications, ensuring smooth operations and prompt issue resolution. Strong communication and stakeholder management skills are essential, as you will keep everyone informed and up-to-date on support-related matters. If you are a proactive problem-solver with a passion for technology, we want to hear from you!
Your Responsibilities:
Application Support
- Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures
Customer Service Support
- Acts as the contact point for all cases received via phone, chat and via the case queue
- Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
Consultancy
- Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution
- Identifies, evaluates and recommends options, implementing if required
- Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements
- Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited
Specialist Advice
- Actively maintains knowledge in one or more identifiable specialisms.
- Provides detailed and specific advice regarding the application of their specialism(s) to the organisation's planning and operations
- Recognises and identifies the boundaries of their own specialist knowledge
- Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organisation
Incident Management
- Prioritises and diagnoses incidents according to agreed procedures
- Investigates causes of incidents and seeks resolution
- Escalates unresolved incidents
- Facilitates recovery, following resolution of incidents
- Documents and closes resolved incidents according to agreed procedures
Sales Support
- Provides customer service, including technical advice and guidance on all matters bearing on the successful use of complex products and services
Helps customers to clarify their requirements; documents the conclusions reached
Service Level Management
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
- Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
Database Administration
- Assists in database support activities
Who you are:
- Prior experience in a call centre or in travel (essential)
- Customer facing consultancy experience (highly desirable)
- Knowledge of FCTG's corporate business' and how they relate to FCTG
- Prior Travel Manager Experience (desirable)
Prior experience in an IT support desk (desirable)
What you'll enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt
🎉Development: Individualised Learning & Development pathway options
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
🌻Flexibility: Monday to Friday week, business hours with flexible/hybrid options
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Lisbon in 2024)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.
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