Level 2 Support Analyst

Hello

FCM part of FCTGis one of the worlds largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries FCMs flexible technology anticipates and solves client needs supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience.

As part of the ASX-listed Flight Centre Travel Group FCM delivers the best market-wide rates unique added-value benefits and exclusive solutions.

Winner of the Worlds Leading Travel Management Company Award at the WTM for nine consecutive years (2019-2011) FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24/7 service and are available online and offline. FCM has won the coveted Great Place to Work certification for the fifth time! FCM Travel India is one of Indias Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services.

A leader in the travel tech space FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

Day in the life:

• Monitor support queues and action within the SLA acts as first escalation point for all priority incidents.
• Provide support and leadership as a Level 2/ Level 3 subject matter expert
• Take ownership of support cases and provide leadership and coordination to achieve the resolution of issues potentially spanning multiple complex systems
• Share knowledge experience and trends to Level 1 support teams and implementation teams globally to proactively avoid future issues if required
• Assign cases and discuss/allocate tasks to the development team together with the Product Leader accordingly
• Work with and facilitate communication with external clients regarding assistance they may require
• Building rapport with the Corporate business and teams to better understand their needs
• Support the Customer Support Leader with any business initiatives as identified
• Awareness of the corporate business plans and how to support these by driving the correct behaviour.
• Helping to identify trends from the day to day cases up to leadership for review

Youll be perfect for the role if you have:

• Minimum 12 months experience at Flight Centre or 2 years Business Travel external experience
• A comprehensive knowledge of the GDSs and processes
• Experience in a commercial or business environment
• Online Booking Tool knowledge
• Proven success in previous roles

Work Perks! - Whats in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. Its also why we offer some great employee benefits and perks outside of the norm.

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

Market Aligned remuneration structure and a highly competitive salary

Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself

Work life Balance: We believe in No Leave No Life So have your own travel adventures with paid annual leave

Great place to work- Recognized as a top workplace for 5 consecutive years which is a testimonial of our commitment towards our people

Wellbeing Focus- We take care of our employee with comprehensive medical coverage accidental insurance and term insurance for the well being of our people.

Paternity Leave:We ensure that you can spend quality time with your growing family

Travel perks: Youll have access to plenty of industry discounts to ensure you continue to broaden your horizons

A career not a job: We believe in our people brightness of future. As a high growth company you will have the opportunity to advance your career in any direction you choose whether that is locally or globally.

Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - Youll have to experience it to believe it!

Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you cant miss in our people or service.

We value you...

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.

Who we are...

Since our beginning our vision has always been to open up the world for those who want to see.

As a global travel retailer our people come from all different backgrounds and our connections spread to the far reaches of the globe - 20 countries and counting! Together we are a family (we call ourselves Flighties).

We offer genuine opportunities for people to grow and evolve. We embrace new experiences we celebrate the wins seize all opportunities and empower all of our people to find their Brightness of Future.

We encourage you to DREAM BIG through collaboration and innovation and make sure you are supported to make incredible ideas a reality. Together we deliver quality innovative solutions that delight our customers and achieve our strategic priorities.

Irreverence. Ownership. Egalitarianism

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