What you will do on your journey with WebBeds.

As a Technical Support Analyst, you will be responsible for effectively managing and resolving support cases raised by partners and internal users through the Service Now incident management tool. You'll provide both functional and technical assistance, working closely with the WebBeds Product team to address complex issues. Your role will also involve contributing to the knowledge base, identifying process improvements, and maintaining awareness of WebBeds platform performance to ensure a smooth, uninterrupted service.

In this role you will:

As a Technical Support Analyst, you’ll be the go-to expert for resolving support cases raised by partners and internal users, using the Service Now incident management tool. You’ll provide both functional and technical support, collaborating with teams across the organization to ensure seamless issue resolution. Your role will also involve contributing to our knowledge base, driving process improvements, and keeping a close eye on the performance of WebBeds platforms.

Key Responsibilities.

• Effectively resolving Partner and internal user-raised support cases using our incident management tool; ‘Service Now’
• Provide functional and technical assistance and guidance where required
• Provide detailed explanation on case specifics when calling out issues that require resolution by the WebBeds Product team
• Effectively communicate and collaborate with various areas and levels of the organization
• Contribute to the creation and maintenance of knowledge base comments and articles when the opportunity arises
• Identify and remediate opportunities for process improvement
• Call-out new information and work closely with other Technical Support Analysts to collaborate
• Monitor availability of WebBeds Platforms to maintain a consistent awareness of current performance

The skills we would love to see in your suitcase.

• Ideally around 3 years of experience with as an ‘Technical Support Analysts’ or ‘Application Support’ Agent
• Core interest & experience within the Travel industry, with a passion for technology and expertise in this area.
• Excellent communication skills and business insight
• Organised, a great listener & someone who enjoys resolving issues with a collaborative team approach
• An eagerness to learn, develop & constantly improve