Technical Business Analyst

1 week ago


Dubai, United Arab Emirates Plusgrade Full time

Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world.

**ABOUT THE ROLE**:
The Global Care Team (our name for Customer Care) forms a critical component of our Operations team and our customer experience ecosystem. We are seeking an ambitious individual to join our growing team and help with the daily operation of supporting our global customer base. Reporting to the Team Lead: Global Care, the Technical Business Analyst will be responsible for front line support of our partner base, as well as monitoring the health of our platform. As a Technical Business Analyst you will work closely with our Partner Success, Product, and Engineering teams to identify root causes and triage/resolve issues as applicable. We firmly believe there are many challenging opportunities in travel technology, if you are excited about helping us solve some of them, we would like to meet you

**WHAT YOU WILL BE DOING**:

- Working alongside your team to support the customer and meet our service level agreement obligations.
- Providing exceptional service to our global partners.
- Managing customer relationships for post-sales delivery requests and major issues.
- Establishing and developing an internal and external knowledge base through documentation and learning sessions.
- Providing technical and product support for our partners.
- Triaging and identifying the root cause of issues - providing assistance and collaborating with relevant teams to resolve issues.
- Monitoring the health of our platform and assisting with efforts to develop automated workflows.
- Overseeing the successful completion of complex technical projects, from project planning to execution.

**YOU ARE SOMEONE WITH**:

- Strong integrity and ownership skills and a desire to learn
- Ability to work well within a team environment and meet deadlines
- Ability to grasp new concepts quickly and efficiently
- Strong time management and personal organization skills to handle multiple assignments
- Excellent spoken and written communication skills in English, other languages are an asset
- Knowledge or familiarity with Excel, SQL, HTML, JIRA and/or Splunk
- Experience in supporting partners/customer over multiple time zones
- Experience in working with a Service Desk
- Airline industry knowledge or are familiarity with travel technology

**WHAT YOU’LL LOVE ABOUT US**:
\uD83C\uDFE6 RRSP/401(k) Matching

\uD83C\uDFE5 Comprehensive Health Plans

\uD83D\uDCC5 Unlimited Vacation/PTO

✈️ Travel Experience Credit

\uD83E\uDDD8 Annual Wellness Credit

\uD83E\uDD57 Team Events and Monthly Lunches

\uD83D\uDCBB Home Office/Commuter Credit

\uD83C\uDF05 Work From Anywhere Program

\uD83C\uDF7C Parental Leave Top Up

\uD83C\uDF0D Adventure Pass

**OUR PROCESS**:

- Recruiter Phone Interview
- Hiring Manager Interview
- Take-home Assessment or remote coding exercise (if applicable)
- Team Interview



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