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Global Support - Support Analyst - Remote, US

  • Virtual, Arkansas, United States
  • Flight Centre Travel Group
  • Full time

Global Support- Support Analyst

Role Details:

Job Purpose: Flight Centre is looking for an individual who will be responsible for the support of all global traveler products in use with the world’s leading corporate travel management company. Excellent communication and troubleshooting skills are a core skill requirement as the individual will become the subject matter expert for all aspects of the Portal and Profile products as well as being a key bridge coordinating support activities with all other global tools. This will require a high level of articulate communication with people at all levels in the company, including the ability to lead the support effort across multiple products and systems as well as with other members of the broader global support group.


• Provide support for the servicing of Regional teams

• Monitor support queues and action within the SLA

• Provide support and assist the Implementation Managers with existing implementations

• Provide expertise advice and support to the relevant Training teams to ensure that they are training the correct aspects

• Provide assistance with profiles uploads and synchronizations in the systems

• Share knowledge, experience and trends to the 1st level and implementation teams globally to proactively avoid future challenges

• Support team members and mentor any new staff members

• Assign cases and discuss/allocate tasks to the development team together with the Product Leader accordingly

• Work with and facilitate communication with external clients regarding integration assistance they may require from the development teams

• Take ownership of support cases and provide leadership and coordination to achieve the resolution of issues, potentially spanning multiple systems • Service Level Agreement measurements

• Resolution times

• Internal and External feedback (Survey)

• General Support Documentation added to the WIKI


• Understand the original development requirement and the acceptance criteria

• Effectively test the new features and functionality and confirm or reject accordingly

• Work very closely with the QA Analysts and Developers to ensure that the requirements are fully met prior to going live
• Ensure new features and functionality is outlined and documented fully in all release and support documentation prior to going into live

• Work with the QA Analysts and Developers daily

Relationship Building:

• Working closely with the web developers is critical in this role and therefore, building a rapport with the developers is necessary to better understand their requirements

• Strategic planning with the web development team regarding the business needs and implementation processes of all fixes, new features and functions.

• Ensure that any feedback received from the 1st level support teams are dealt with and actioned upon accordingly • Daily communication and daily stand up calls with the Web Development teams

• Monthly sprint planning sessions with the team

• Regular communication with the Implementation Managers and 2nd Level Support teams

• Attend internal demos compiling feedback and coordinating response with stakeholders

Person Profile - Key Competencies:

• Persistence -Meeting monthly targets through SLA

• Multi-tasking-co-ordinate several responsibilities competently

• Initiative -Knowledge of a variety of methods and solutions to actively help and support users as quickly and efficiently as possible

• Intuition-Naturally perceptive and a good judge of character with a good understanding of requirements and learning styles

• Attention to detail -Essential for testing and trouble shooting, easily being able to spot things and correct or liaise with the developers to fix

• A desire to help and assist people- Desire to develop staff and customers on the Portal. Understand the needs of the business and tailor advise/training to achieve business goals in an effective and productive manner.

• Team player -Must respect individuals in the Web Development team and work as part of that team.

Qualification Essential/Preferred Qualifications:

•Minimum 12 months experience at Flight Centre or 2 years Business Travel external experience Essential
•A comprehensive knowledge of the GDS’s and processes Essential
•Experience in a commercial or business environment Essential
•Proven success in previous roles Essential
•Minimum 12 months experience within an Online Booking Tool support team Preferred
•Online Booking Tool knowledge Preferred
•Minimum 2 years experience working in a highly functioning, distributed Agile / SCRUM environment Preferred

Experience and Knowledge:

Skills/Capabilities Description
Excellent communicator
• Able to communicate effectively both verbally and in writing to customers and staff in all areas and at all levels of the company.
Demonstrated business acumen
• Contribute to and understand the business plan. Understand business decisions and seek solutions to challenges as they arise.
Motivated, driven and focused
• Motivated and focused to achieve individual, team and company goals
Flexible and adaptable • Adaptable due to working with the Business changing priorities
• Ad-hoc duties may be required which require flexibility with working hours and place of work due to Company growth plans

Benefits Include:

  • Generous remuneration structure
  • Travel perks/discounts, in-house financial and health services
  • Generous paid-time off policy 
  • National/International Award Nights and Conferences
  • Diversity & Inclusion initiatives
  • Benefits including vision, medical, and dental
  • Employee Assistance Program
  • 401K program
  • Company Share purchase scheme
  • Global career opportunities in a network of brands and businesses
  • Ongoing training and professional development
  • Fun and flexible work environment
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
    • Employee giving program
    • Annual Charity Trip
    • Office Environmental Program
    • 1 Volunteer Day per Calendar Year

Location – Remote, US

This position may be performed remotely anywhere within the United States except the State of Colorado

** Please advise your leader prior to applying **

FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact if you need any assistance. 

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