CS Systems Support Analyst
Location
Madrid | Spain
Job description
CS Systems Support Analyst
Ryanair Labs is the technology brand of Ryanair. Labs is a state of-the-art digital & IT innovation hub creating Europe's Leading Travel Experience for our customers. The Ryanair platform has over 1 billion visits per year. By joining Ryanair, you will develop cutting edge tech solutions inside Ryanair, transforming aviation for Pilots, Cabin Crew & Ground Ops, as well as driving the tech experience for our customers on Europe’s largest travel website!
Ryanair Labs has more than 550 employees across our offices in Dublin, Madrid, Poland, and Portugal. Our plan is to continue to grow our IT Labs Team so we are always on the lookout for the best talent. Apply today for more information.
The role
Ryanair is looking for a Systems Support Analyst to join its Customer Care team to work on the various systems and applications that our agents and customers use on a day-to-day basis. Reporting to the Head of Service Design and CS Digital, this is a permanent position based in our Madrid office.
In this role you will understand, and support Ryanair’s Customer Care platforms and you will be involved in several Digital projects aiming to improve the customer experience and support CS activities.
Responsibilities
- Support CS Digital products including Help Centre, Telephony platform, ChatBot and other AI technologies, Customer Service CRM
- Manage and execute change requests across multiple systems
- Support existing applications liaising with internal IT teams and external vendors
- Handle all basic administrative functions including user account maintenance, company reports, workflows management and other routine tasks
- Troubleshoot issues and support internal end users
- Identify opportunities to enhance system functionalities
Requirements
- Previous experience supporting systems as IT or admin user
- Excellent time management and organisational skills
- Experience of working in an agile, fast-paced consumer centric ecommerce environment
- Self-starter and highly motivated to achieve organisational goals
- Passionate about digital products and online solutions
- Excellent listening, analysis, written and verbal communication skills
- Ability to work within a team as well as on an individual level
- Proactive and logical approach to decision making and a real passion for problem solving
- Experience of working within Customer Care is an advantage
- Experience of working on major consumer interfacing websites/applications is an advantage
Benefits:
- Permanent contract
- Hybrid model of work, possibility to work from home 2 days a week!
- Staff travel discounts from day one!
- Office in the beautiful City Centre
- Amazing atmosphere, Game Room
- Referral bonus system
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Job tags
Salary
