We are seeking an experienced and talented Technical Support Analyst to join the WebBeds Connectivity & Platform Support Team. As Technical Support Analyst you will participate directly with our Partners when they require assistance with their integration and help internal users of our web interfaces.
Job Title: Technical Support Analyst
Department: IT
Location (primary): Iasi, Palma, Jakarta Or Manila
What will you do on your journey with WebBeds?
WebBeds is the world’s fastest growing provider of accommodation distribution services to the travel industry. Our products incorporate distribution APIs, payment integrations, ERP integration, Data Lakes, User Interfaces, and others. Our search API reach peaks of more than 50.000 requests per second, each one consisting of tens or hundreds of hotels, with continued expansion.
“We design, deliver and support innovative solutions through engagement, collaboration and a fearsome passion for creating customer value” is our mission as an IT organization.
With this in mind, we strive to be at the leading edge of technology when it comes to build the platform that meets the needs of our Supply partners and customers. This translates to the use of latest technology including .NET Core versions, K8S, microservices architecture, clouds hosting and orchestration, CI/CD pipelines, automated testing, Proactive monitoring, and alerting systems, to name a few.
Our delivery teams have the creativity and freedom to express themselves by building innovative solutions to often complex problems and are challenged to reach higher levels daily. Our teams consist of product owners, QA engineers, Software Engineers, and people from across the business all working collectively and collaboratively. We have a very strong technical team from which you will be able to learn, but are encouraged by new ideas and fresh thinking that you will bring with you.
How you will make an impact?
You will work closely with our Commercial team, Integration Consultants, and Product teams to solve problems and resolve highly complex technical issues and service requests.
The Technical Support Analyst role reports into WebBeds’ Technology organization and represents the voice of Connectivity & Platform Support within the organization.
We are seeking someone with a real passion for travel, a passion for technology, and technology expertise, combined with superb communication skills and business insight are critical to the Technical Support Analyst success. Key elements to this role include, but not limited to:
- Effectively resolving Partner and internal user-raised support cases using our incident management tool; ‘Service Now’.
- Provide functional and technical assistance and guidance where required.
- Provide detailed explanation on case specifics when calling out issues that require resolution by the WebBeds Product team.
- Effectively communicate and collaborate with various areas and levels of the organization.
- Contribute to the creation and maintenance of knowledge base comments and articles when the opportunity arises.
- Identify and remediate opportunities for process improvement.
- Call-out new information and work closely with other Technical Support Analysts to collaborate.
- Monitor availability of WebBeds Platforms to maintain a consistent awareness of current performance.
The skills we would love to see in your suitcase!
- Ideally around 3 years of experience with as an ‘Technical Support Analysts’ or ‘Application Support’ Agent.
- Core interest & experience within the Travel industry, with a passion for technology and expertise in this area.
- Excellent communication skills and business insight.
- Organised, a great listener & someone who enjoys resolving issues with a collaborative team approach.
- An eagerness to learn, develop & constantly improve.
