Business Platform Support Analyst - Jobs in Toronto, ON

Job Description

Company DescriptionFounded in 2017, TripArc is a $750 million privately held company powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually - all at the industry’s best rates.As an industry leader in technology, purchasing, finance, HR and marketing, we know how to deliver solutions to travel professionals in the most effective way possible. With deep experience in partnering with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – TripArc has real insight into the needs of tour operators and travel agencies today.TripArc’s goals are simple. To make our network of over 1400 travel entities more profitable, efficient and help them create truly unique travel for their clients.Job DescriptionYou will be joining a team that is building tools for our clients and partner organizations. Our ambition is to change the travel industry by providing industry leading tools that will enable our sales team to deeply connect with their clients and spend less time booking and invoicing the services that they deliver.With substantial growth planned for our sales platform, we are transforming how we manage the support channel between our business users and technology team. As the Business Platform Support Analyst, you will be tasked with defining and implementing the future support process through liaising between the appropriate departments, building a knowledge base to support a growing support team and executing the initial phases of this new process. The successful candidate will be process oriented, able to manage multiple project streams and work collaboratively across cross-functional departments with a customer focus. You will collect and analyze data, identify opportunities for improvement and engage the appropriate parties.Key Responsibilities

• Owns and manages the support queue for our proprietary platform, TMT in partnership with our technology team and Kensington Tours business.
• Collaborates with technology and business stakeholders and assists in the effective and efficient resolution of issues.
• Collects and collates data from incoming requests, performs root cause analysis and drives insights to recommend appropriate updates to TripArcs support channel processes.
• Prepare detailed flow charts and diagrams outlining recommended processes.
• Evaluates and recommend tools and possible integrations to be used as part of the support process (eg. knowledge base, end user search capabilities)
• Generates a knowledge base by documenting recurring issues and resolutions for future reference.
• May lead/manage efforts for various components of a technology project in collaboration with technology and business stakeholders.
• Provides excellent customer service including responding to customer requests.
• Any other duties needed to help drive to our vision, fulfill our mission, and abide by our organization’s values.

Qualifications

• Bachelors degree in an Engineering, Business, Information Science, or Computer field.
• Three years of Engineering, Process Analyst, Project Management or related experience.
• A combination of education and/or work suitable working experience.
• Experience in travel industry an asset.
• Must provide clear and professional communication in all stakeholder interactions. Must prioritize work effectively and pursue issues through to successful resolution.
• Proven ability to work collaboratively with cross functional teams to integrate perspectives and generate solutions.
• Solid relationship management skills and a customer centric approach to service and support.
• Motivated resource who strives to deliver, and ability to prioritize in a fast-paced environment.
• Excellent organization, planning and prioritization skills.
• Strong analytical skills with the ability to collate data to drive actionable insights.
• Ability in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to understand the business and practical needs of users.
• Ability to lead a variety of project team activities/tasks.
• Must possess strong verbal and written communication skills, and be able to effectively communicate technical concepts to other members of the team both technical and non-technical.
• Effective written and verbal communication skills as well as presentation skills.
• Thinks creatively and proposes new solutions.

Additional InformationCultural Fit

• Thrives working in a technology and KPI driven organization.
• Able to thrive in an entrepreneurial environment.
• Highly functional in a fast paced, constantly changing workplace - building plans through iterations from learning on what’s working and not working.
• Ability to build trust and work through conflict both upwards and downward.

We know that our success is dependent on the people who join our team, which is why we recruit the best. Our team is made up of owners; people who are smart, low ego, and who are accountable for their results. We all play a part in the success of the company and are proud of what we do.We thank all candidates for their interest however only those selected for an interview will be contacted.We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.Quick Apply

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