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Application Support Engineer

Application Support Engineer

Job ID 
2017-1235
# of Openings 
1
Posted Date 
8/11/2017
Category 
Information Technology
Work Hours 
..

More information about this job

Overview

Bridge2 Solutions, a leading loyalty e-commerce provider, is experiencing tremendous growth. At Bridge2 Solutions we strive to provide a world-class experience for all of our customers. We are currently looking for an experienced Application Support Analyst to join our team. This person will work with a team of seasoned engineers to ensure sure our next-generation platform is performing at its best for our clients. If you want to support exceptional products that will be seen and used by millions of people, Bridge2 Solutions is the place for you.

 

The ideal candidate for this role is self-motivated, comfortable in a dynamic atmosphere, has a strong desire to learn, and, most importantly, loves working with travel and e-commerce solutions.

Responsibilities

  • Become a trusted expert in the Bridge2 Travel applications, integrations and operations to provide effective operational and technical advice.
  • Perform in-depth troubleshooting to identify root cause of technical issues while understanding the customer’s skill level and communicate with them appropriately.
  • Provide updates and resolutions to internal teams and directly to client, when appropriate.
  • Make recommendations for application and process enhancements to compensate for chronic issues.
  • Document client software configuration and technical issues as knowledge based articles.
  • Work alongside implementation Project Managers to configure account settings for new and existing client programs.
  • Author and own detailed documentation of client account configuration.
  • Develop operational expertise to share knowledge with internal teams and clients by contributing to training resources and best practices.
  • Work with customers to monitor, identify and address technical concerns and requests.
  • Work with travel suppliers to ensure that operational requirements and certifications are met and maintained
  • Serve as primary point of contact between the IT team and the Travel Operations Service Center for application support and issue resolution
  • Maintain regular contact with supplier technical account managers (or equivalent)
  • Hold and report on regular reviews of supplier operational performance
  • Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
  • Travel to other corporate or client locations and customer sites up to 15%.

Qualifications

Required Qualifications:

  • 5+ years of professional experience in a hands-on technical support, engineering or operational role.
  • Bachelor's Degree or its equivalent in education and experience.
  • Ability to remain calm when dealing with direct customer service issue
  • Ability to accommodate a flexible work schedule based on critical client and/or application events.
  • Excellent written and verbal communication skills in English
  • Good presentation skills
  • 2+ years of experience supporting and troubleshooting commercial software applications.
  • 1+ years of experience with SQL scripting, HTML and JavaScript.
  • Strong attention to details, data analysis and emerging patterns
  • Ability to empathize with clients and convey confidence.
  • Ability to explain highly technical issues to a non-technical audience, including business stakeholders.
  • Experience working with a cross-functional and geographically dispersed team and customer base.
  • Proficient in using office software – MS Office suite, etc.
  • Has a team working, customer oriented spirit.
  • Good organization & documentation skills 

Preferred Qualifications:

  • Experience supporting Call Center operations
  • Prior major consulting firm experience (Accenture, Deloitte, KPMG, etc.)
  • Experience with Java (J2EE), HTML, and/or Javascript web application and services development
  • Experience with VersionOne
  • Experience with Atlassian JIRA, Confluence
  • Experience in the Loyalty, Rewards, Travel/Hospitality and/or Financial Services industry
  • Experience with data analysis tools and / or SQL
  • Working experience in an Enterprise SaaS company
  • Strong account management, client service and/or management consulting experience.
  • Strong cross-functional project management, communication, and stakeholder management skills.