Location
Malaysia | India
Job description
Flight Centre Travel Group (ASX:FLT) has grown to be the world’s largest travel agency since its founding in 1982. Headquartered in Brisbane, Australia, the company has more than 30 brands in its portfolio, 3000 retail shops worldwide and employs around 20,000 people. After starting as a leisure travel agency, the company is now also one of the world’s largest corporate travel managers through a network of specialist brands that includes FCM Travel Solutions, Corporate Traveller, cievents, Campus Travel and Stage and Screen.
Operating in more than 90 countries and employing over 6000 people, FCM is transforming the business of travel through our empowered and accountable people who deliver a high level of service and a comprehensive technology suite bringing a wide range of solutions for Duty of Care, Reporting and Traveller’s peace of mind. Leveraging FCM's negotiating strength and supplier relationships in conjunction with our tailored business travel programs, our expertise and our innovative technology, we logically become the partner of choice of our customers.
About the Opportunity
The Product Support Engineer serves as end users’ Corporate Technology point of contact and plays a critical role in providing advanced technical assistance, issue resolution, and service requests to customers or clients. This position requires a higher level of expertise compared to 1st level support and involves dealing with more complex and escalated problems/service requests.
Key duties and responsibilities
1. Corporate Technology Support
- Investigate, analyse, diagnose, and resolve incidents within SLAs.
- Understand, replicate, provide relevant findings regarding incident to Level 3/Vendor for further investigation, fixes.
- Ascertaining and analysing the root cause of incidents to determine how these problems can be solved or be prevented from occurring.
- Break down problems or processes into their constituents’ parts, identify causes and effects patterns, and analyse the problem to arrive to an appropriate solution.
- Effectively update on the status of critical problems to the business and keep them informed on the progress, through effective communication.
- Understanding service requests’ requirements and being able to perform required changes with correct expectations.
- Create, update, and maintain knowledge articles/documentation database in Salesforce portal.
- Create and maintain team process documentation in team repository.
- Proactively help to ideate and propose solutions to increase team efficiency.
- Train Level 1 and peers through knowledge sharing.
- Manage escalations effectively, proactive monitoring follow-ups with respective parties.
2. Technical Competency
- Develop strong understanding of the product, service, or technology to perform troubleshooting procedures, system architecture, common technical issues, and service requests.
- Continuous learning on new technologies as and when deployed.
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- Attend meetings as required to provide technical expertise.
3. Soft Skills Competency
- Develop problem solving skills to be adept at analysing complex problems, identifying their root causes, and devising effective solutions. This may involve collaborating with other team members or researching solutions independently.
- Develop communication skills to have effective communication when explaining technical concepts and solutions to customers who might not have a technical background. Clear and concise communication helps customers understand the steps they need to take to resolve their issues.
- Develop a strong partnership with peers and internal stakeholders, including Global teams.
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You will have:
- Proven ability to analyse logs, error messages, and system outputs to diagnose incidents.
- Strong problem-solving, communication, collaboration skills.
- Travel industry experience, preferably in any travel technology role.
- Understanding of the travel industries & key contacts.
- IT Degree or Diploma is desirable.
- Japanese language skills will be highly desirable.
Apply NOW if you want to be part of an amazing and vibrant culture that is the perfect fit for what you are looking for.
#LI-KM1#FCM#LI-Onsite
Job tags
Salary
