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Business Support Analyst

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

2 years of customer support experience, Excellent problem-solving and critical thinking skills, Proficient in Microsoft Office - Strong Excel, Strong written and oral communication skills.

Key responsabilities:

  • Triage and analyze application issues
  • Create and document workarounds for users
World Travel Holdings Inc logo
World Travel Holdings Inc Large https://www.worldtravelholdings.com/
1001 - 5000 Employees
About World Travel Holdings Inc
World Travel Holdings specializes in selling dream vacations to millions of customers and is one of the nation’s largest distributors of cruises. Our team is known for putting our customers first and delivering a remarkable experience with every interaction. Many of our employees refer to World Travel Holdings as a family and embrace our Core Values of Passion, Pride, Teamwork and Velocity. In fact, we have been named Achievers “50 Most Engaged Workplaces" since 2011. More than 80% of our employees work from home and we are consistently recognized as an industry leader in remote employment. That is why FlexJobs named us in its Top 100 Companies for Remote Jobs for three consecutive years. We are also privileged to have received prestigious awards and top honors from the largest cruise lines including Carnival, Royal Caribbean, Norwegian and Celebrity, just to name a few. Our status as a powerhouse in the travel industry has also been acknowledged by leading publications such as Travel Weekly’s Power List every year since 2007, and the Gold Travvy for Best Large Retail Agency by TravAllianceMedia. We have acquired these by the success we have had in owning and operating more than 17 brands like CruisesOnly, Cheap Cruises, LuxuryCruise.com, Vacation Outlet and Resort for a Day. The company markets and sells vacations on behalf of its more than 18 partner brands which are comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations — Priceline, BJ’s, Delta Airlines, Marriott, Hilton Grand Vacation Club and more. We also operate Dream Vacations/CruiseOne, a top-rated travel agency franchise, and a villas division comprised of Villas of Distinction, VillaRental.com and Jamaica Villas by Linda Smith. Offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England.
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Job description

Overview:

Are you resourceful? Do you enjoy analyzing data, troubleshooting and solving problems? Do you want to be a contributor to the product improvement cycle? If yes, keep reading!

 

World Travel Holdings is seeking a Business Support Analyst for its Business-to-Business division. This role will address escalated issues for our proprietary software along with supporting our franchise network. This person will be responsible for 2nd level triage, analysis, debugging, documentation, as well as communication with business users and other departments. This role also includes administration duties such as distributing reports and managing access to systems.

Responsibilities:
  • Triage, consolidate, and gather information on application issues as they are reported from 1st level support teams
  • Perform primary impact assessment to quantify importance of issue
  • Create, document and communicate workarounds to internal business users as needed
  • Follow reported issues through their entire lifecycle from initial report to final resolution
  • Research customer questions using available information resources and provide process updates to training and 1st level support teams as needed
  • Accurately classify, prioritize, and record details for all issues into the ticketing system
  • Identify and recommend opportunities for improvement in documentation, training, and processes to ensure continuous knowledge sharing
  • Work closely with development team to provide steps to recreate issues as reported  
  • Perform user setups and terminations for new franchises, associates and staff members
  • Handle franchise ownership changes and member transfers
  • Manage and maintain security for proprietary software
  • Generate reports using Excel
Qualifications:
  • 2 years of customer support, business analysis, and/or application support experience
  • Excellent problem-solving and critical thinking skills
  • Proven ability to quickly learn new systems and industries in a fast paced, collaborative environment
  • Ability to exercise independent judgement and effective time-management
  • Exceptional written and oral communication skills
  • Knack for building and maintaining supportive relationships cross-functionally
  • Strong work ethic and a drive for results
  • Proficient in Microsoft Office – Strong Excel
  • Experience using Support Ticketing system a plus
  • Strong follow up and customer service skills required
  • Travel industry experience a plus

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Application DevelopmentBusiness AnalysisInternal DocumentationCustomer Support

Other Skills

  • Microsoft Excel
  • Problem Solving
  • Time Management
  • Communication
  • Customer Service
  • Relationship Building
  • Strong Work Ethic
  • Critical Thinking
Are you interested?

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