Business Support Analyst

3 weeks ago

Tallahassee, United States World Travel Holdings Full time

Overview

Are 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 1 st 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 1 st 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

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