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Senior Technical Support Analyst

Company: Travel Leaders Group
Location: Irving
Posted on: July 11, 2018

Job Description:

Job DescriptionSenior Technical Support AnalystJob LocationsUS-TX-IrvingPosted Date2 weeks ago(6/27/2018 5:49 PM)Job ID2018-1558DivisionNexion# of Openings1CategoryInformation TechnologyOverview As America's largest travel agency company, Travel Leaders Group delivers a high-touch, personal level of travel expertise to leisure and corporate clients through our more than 7,000 company-owned, franchised and affiliated travel agencies throughout the United States, Canada, the United Kingdom, Ireland and Australia. The travel agencies that are part of Travel Leaders Group alone comprise over 30% of all agencies in North America. Our team of leaders – from our expert agents to our executives –– are dedicated to delivering the best travel experience. It's our heart and soul. It's all we do. And we do it for you!Nexion (a division of Travel Leaders Group) has been an industry pioneer since 1995, Nexion understands what travel professionals need to run their businesses. Nexion is the premier full-service host agency for independent travel professionals in both the United States and Canada, and it offers plans to fit the needs of new sellers of travel as well as experienced travel agentsThe Senior Technical Support Analyst provides enhanced level support of Nexion and Travel Leaders Group proprietary tools as well as third party tools used by our membership base. Support will be provided for over 4000 travel agent members in the across the United States and Canada. The Senior Technical Support Analyst will report to the Senior Vice President of Agency Operations, and also work with AgentMate Solutions team to provide support on issues that have been escalated.ResponsibilitiesManages 2nd tier support for myNexion, AgentMate CRM and third party tools used by our members. Ensure member contacts are tracked and suggest improvements to integrate the product support processes. Identifies opportunities and cross train Member Services on new releases and fix patches. Be a primary SME of all areas of the application in order to support both internal and external customers/users in a professional and efficient manner. Helps drive adoption of tools by our members with our Business Development and Education Team.Researches bugs work with engineers to prioritize and solve those items needing escalation.Assists with testing and release checkouts for all system releases. Trains features of above tools and functions to both internal and external users.With the team, maintains all system documentation including, but not limited to, SOP, training materials, job aids, self-help videos, knowledge base, etc.Suggests design of enhancement modifications, integrations, and user processes.Builds strong relationships at all levels within the organization and with agency members.Maintains the highest level of oversight of Nexion and our parent, Travel Leaders Group, tools and customer data.Other duties as assigned.QualificationsCollege degreeAt least 2 years of prior experienceExcellent communications skills required both verbal and written.Strong analytical and problem-solving skills required.Excellent interpersonal skills required as this position will work with all levels within the organization and with members. Previous experience within the Travel Industry or with Travel Agency operations in either a corporate/leisure agency is required.Prior hands-on experience supporting a SaaS solution for small business a plus.Experience working with software developers regarding functional specifications a plus.Ability to work well independently, within teams located locally, and internationally#zrOptionsApply for this job onlineApplyShareEmail this job to a friendReferSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeedApplication FAQsSoftware Powered by iCIMSwww.icims.comCompany DescriptionAs America's largest travel agency company, Travel Leaders Group delivers a high-touch, personal level of travel expertise to leisure and corporate clients through our more than 6,000 company-owned, franchised and affiliated travel agencies throughout the United States, Canada, the United Kingdom and Australia. The travel agencies that are part of Travel Leaders Group alone comprise over 30% of all agencies in North America.

Keywords: Travel Leaders Group, Irving, Senior Technical Support Analyst, IT / Software / Systems, Irving, Texas

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