First Line Support Analyst

Description

Summary: Join an amazing team as a First Line Support Analyst, providing responsive, high-quality application support and ensuring smooth platform operation for global travel brands. Highlights: 1. Provide first-line support for a leading platform in the travel industry 2. Engage with global customers to resolve issues and ensure smooth operation 3. Contribute to process improvement and maintain up-to-date platform knowledge They are currently hiring a**First Line Support Analyst** to join an amazing team About the company: Their vision is to enable incredible travel customer engagement through personalised, timely communications, highly automated workflows and AI technologies, delivering tangible ROI, regulation compliance, loyal passengers and cost efficiencies to global travel brands. They have since grown to become one of the travel industry’s major suppliers of passenger messaging solutions. More than 60 airlines, rail and travel management companies, including British Airways, Flight Centre, Qantas, Ryanair, and JetBlue, use their notifications platform. With exciting plans for the future, it's time for them to expand their growing team, and they are hoping you are who they are looking for! **Their culture and values:** **Flying high: yet still climbing** They know their stuff and are happy to share their knowledge and expertise. They pride themselves on being at the top of their game and strive to keep learning. **People are their passport to success: they're at the heart of everything they do** They develop strong relationships built on trust and respect, and always do the right thing by each other and their customers. **Accelerating forward: embracing change, challenge, and growth** Whether it's for themselves, their colleagues, or their customers, they are always looking for ways to improve and grow. They are not afraid to challenge the status quo and drive change with enthusiasm. **All\-inclusive: they are a strong, collaborative community** They share the same vision: to make the best it can be. They pull together to make it a reality, look out for each other along the way, and make sure everyone's voice is heard. **Enjoy the journey: bringing fun and positivity to everything they do** They are proud and passionate to be part of the family and never take themselves too seriously. Having fun is really important to them. About the role: The team pride themselves on its strong, customer\-focused relationships. Their Support team is the first point of contact for their customers, interacting with them daily to provide responsive, high\-quality application support and ensure the smooth operation of the company's platform. As a **First Line Support Analyst** , you will: * Provide first\-line support for the company's platform and flagship products, including: + Promptly acknowledging and triaging customer tickets and emails + Liaising with their global customers and external partners to gather information and provide updates + Investigating and resolving routine and known issues in line with documented procedures + Assisting with basic fault diagnosis and impact assessment before escalation + Providing ad hoc reporting where required + Monitoring core services and responding to automated monitoring alerts * Ensure all incidents, requests, and alerts are accurately logged, prioritised, and documented in line with support processes * Escalate complex or unresolved issues appropriately to the second line team and communicate proactively with the Service Delivery Manager * Maintain clear, professional, and timely communication with customers throughout the support lifecycle * Contribute to process improvement initiatives, including documentation and knowledge base articles * Stay up to date with platform functionality, support tools, and relevant technical developments Measures of success: * All SLAs are met * Positive customer feedback from \>95% of tickets * Accurate diagnosis of common issues, with a re\-open rate of \90% of escalations within agreed timescales **The kind of person you are:** * Have a Computer Science degree (or a similar qualification) OR have 2\+ years' experience in application support, including .NET, C\# * Able to build positive and constructive working relationships, and take pride in delivering excellent customer service * You have excellent problem\-solving, organisational, and analytical skills * Experience using AI tooling within a Support function * Fluent in English, with excellent communication skills (verbal and written) * You have a passion for technology and the travel industry * A positive 'can\-do' attitude **Skills to impress:*** Experience with RabbitMQ, WebAPI, WCF, SQL, and XSLT * Experience and proficiency with cross\-browser, cross\-platform development * Test first mentality (TDD, BDD) Want to know more? Get in touch with us