Technical Business Analyst at Plusgrade

Travel is not just about the destination; it's about every memory made along the way. We are dedicated to shaping the future of travel by partnering with 200+ airline, hospitality, cruise, passenger rail, and financial services companies to create new, meaningful revenue streams through incredible customer experiences. Rooted in our core values of being ambitious, innovative, and collaborative, we are driven to continuously raise the bar, exceed expectations, and bring out the best in everyone, fostering a culture where we believe we are better together, working towards an extraordinary future in travel. Come help us transform everyday travel into extraordinary experiences.

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 Global Care Manager, 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.

•Acting as a subject matter expert and communicating recommendations of processes, tools, and optimizations to internal teams and other stakeholders.

•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:

🏥 Comprehensive Health Plans 

📅 Flexible Paid Time Off

✈️ Travel Experience Credit 

🧘 Annual Wellness Credit 

🥗 Team Events and Monthly Lunches

💻 Home Office/Commuter Credit 

🌅 Work From Anywhere Program

🍼 Parental Leave Top Up 

🌍 Adventure Pass

OUR PROCESS:

Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed by our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview 

• Hiring Manager Interview

• Take-home Assessment or remote coding exercise (if applicable)

• Team Interview 

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.