Technical Support Analyst

Job Description

Miki Travel is looking to recruit an eBusiness Support Analyst to be part of the growing eBusiness Support Team, which provides outstanding technical and functional support to our clients, suppliers and Miki Travel offices worldwide.

We are looking for someone who is analytical, technically minded, and enthusiastic who has an outstanding level of customer service.

The eBusiness Support Team and eBusiness Systems Division are responsible for assisting the organisation in meeting its strategic goals through provision of high quality, outstanding customer service and value for money solutions. Within eBusiness, Miki Travel has a range of systems across a number of platforms covering all aspects of our business including core reservation and booking systems.

*Please note that this is not a hardware support role (it does not involve support of laptops/PC’s/peripheral devices etc.) - it is a Technical Customer Service and Support role, supporting Clients and the Business with technical queries on systems, bookings and internal business applications.

Main Responsibilities

• Technical support, investigation and resolution of technical issues and queries related to Miki Travel’s eBusiness, including:

- Applications utilised by Miki Travel Clients and Offices

- B2B interface (API via JSON/XML)

- Creation, certification and ongoing support of API clients

- Booking and System issues

• Suggest and implement improvements to eBusiness Support processes and systems
• Identify and escalate relevant problems/issues, taking proactive action to protect revenue
• Monitor system and supplier stability
• Raising Jiras and Story’s to the Dev Team for system bug resolution
• Management and creation of licences for eBusiness applications
• Maintaining and creating documentation for the eBusiness support repository
• Ensuring the company maintains a good relationship with clients and suppliers
• Managing system communications to the business
• Complete personal development plans, appraisals, agreeing key result areas with the eBusiness Support Manager

Relevant Skills/Characteristics

• Ability to independently identify current/potential problems and determine the best solution by taking appropriate action
• Excellent analytical and articulation skills
• High level of accuracy
• Highly organised and efficient
• Excellent customer service
• Ability to work in a pressurised environment
• Advanced level of IT skills, including in-depth knowledge of Microsoft Office applications
• Excellent communication skills, including the ability to build strong relationships and liaise at all levels, with both technical and non-technical personnel
• Understanding of database concepts
• Ability to work on and manage multiple projects from inception through completion and manage own workload and priorities
• Friendly and positive attitude with the ability to motivate self and others

Desirable Experience/Knowledge

• Previous experience of working in a Technical Support role
• Experience of working with:

- Travel Studio

- Salesforce

- JIRA / Confluence

- Google Applications

• Good knowledge of XML/JSON, including schema definitions
• Knowledge of working with SQL