Technical Support Analyst (1st Line Support) - Canada.

We have the opportunity to add a new Technical Support Analyst role into our Canada office.

We have the opportunity to add a new Technical Support Analyst role into our Canada office, based in Liberty Village Toronto. Working as part of a team alongside 2nd Line Support, the new Technical Support Analyst will provide support to local Canadian clients who use our systems, in addition to the current support services provided by the UK based Customer Experience team. The team overall, provides 24x7 support for several applications in the Travel & Hospitality Enterprise Technology space which includes; CRM, reservations systems and ecommerce solutions.

The role will include incident and problem management and the successful applicant will be required to act on incidents in a timely manner in collaboration with Interfacing products, service providers and 3rd party API’s. The successful candidate will be required to liaise directly with clients to communicate status on incidents, take ownership and responsibility for solving issues and work with development teams to coordinate problem fixes.

The successful Technical Support Analyst will also be required to provide timely and accurate error resolution as per agreed upon SLAs.

Who we are.

Inspiretec is an established customer-first technology partner, providing end-to-end digital solutions to help organisations grow.  Inspiretec is formed of four successful digital and technical companies, bringing best of breed and customer-first technology together under one roof for travel providers, tourism organisations and tour operators.

With twenty-five years’ industry experience, we are proven allies to some of the most recognised and well-known brands in the global travel sector. We've been the primary supplier of specialist tour operator systems to Travelopia and Thomas Cook for the last fifteen years. Our customers trust us to drive their growth and profitability, by investing in our industry expertise and technology systems. We serve those clients from our offices in the UK and North America.

We are proud to say that we are ISO 9001 accredited.

Key responsibilities.

  • To provide 1st line customer technical support; answering support queries via phone, email and our support desk software (Jira)
  • To maintain a high degree of customer service for all support queries and adhere to good service management principles
  • To take ownership of user problems and be proactive when dealing with user issues
  • Investigate problems in systems and services in line with SLA’s in place
  • To allocate more complex calls to relevant 2nd and 3rd level support personnel and pro-actively follow up statuses of open calls
  • To take ownership of user problems and be proactive when dealing with user issues

About you.

  • Experience in customer production support for enterprise applications based on .Net, Java, API’s is highly desirable
  • Excellent communications skills, written and verbal is essential
  • Previous helpdesk experience is highly desirable
  • Experience working with 3rd party suppliers and API management is highly desirable
  • Experience of using call logging software
  • Ability to handle multiple competing priorities in a fast-paced environment
  • A willingness to learn about new technologies is essential
  • Ability to work to tight deadlines when required is essential
  • Leisure travel industry experience is preferred, but not essential

Package and benefits.

  • 25 days holidays – ability to buy and sell 5 days per annum
  • Benefits plan
  • Profit sharing
  • Social and technical events
  • Personal development plans including technical training
  • Flexible hours
  • Paid sabbaticals
  • Competitive salary (commensurate with experience)
  • Great office location at Liberty Village
  • See our One Programme for more information

How to apply.

Please send your CV along cover letter on why you would thrive in this role to hannah.worthing@inspiretec.com