OverviewAre 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 add ress escalated issues for our proprietary software along with supporting our franchise network. This person will be responsible for 2 nd 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
CONNECT WITH US! (https://careers-wth.icims.com/jobs/2234/business-support-analyst/job?mode=apply&apply=yes&iniframe=1&hashed=-336148175)
Job LocationsUS-FL-Ft. LauderdaleCategory Information Technology Type Regular Full-Time