Product and Technology Technical Specialist

4 weeks ago

Brisbane, Queensland, Australia Product and Technology Full time

We are seeking a highly skilled Product and Technology Technical Specialist to join our team at Flight Centre Travel Group Australia.

Job Description:

This is an exciting opportunity for a proactive problem-solver with a passion for technology to work in a dynamic environment, supporting the maintenance and support of all Corporate Technology applications. The successful candidate will be responsible for ensuring smooth operations and prompt issue resolution, working closely with Operational teams and customers.

Your Responsibilities:

  • Maintain application support processes, checking that all requests for support are dealt with according to agreed procedures.
  • Act as the contact point for all cases received via phone, chat, and via the case queue.
  • Respond to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
  • Provide first-line investigation and diagnosis and promptly allocate unresolved issues as appropriate.

Consultancy

  • Take responsibility for understanding client requirements, collecting data, delivering analysis, and problem resolution.
  • Identify, evaluate, and recommend options, implementing if required.
  • Collaborate with, and facilitate stakeholder groups, as part of formal or informal consultancy agreements.
  • Seek to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited.

Specialist Advice

  • Actively maintain knowledge in one or more identifiable specialisms.
  • Provide detailed and specific advice regarding the application of their specialism(s) to the organisation's planning and operations.
  • Recognise and identify the boundaries of their own specialist knowledge.
  • Collaborate with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organisation.

Incident Management

  • Prioritise and diagnose incidents according to agreed procedures.
  • Investigate causes of incidents and seek resolution.
  • Escalate unresolved incidents.
  • Facilitate recovery, following resolution of incidents.
  • Document and close resolved incidents according to agreed procedures.

Sales Support

  • Provide customer service, including technical advice and guidance on all matters bearing on the successful use of complex products and services.
  • Help customers to clarify their requirements; document the conclusions reached.

Service Level Management

  • Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information.
  • Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiate or report these actions.

Database Administration

  • Assist in database support activities.

Requirements:

  • Prior experience in a call centre or in travel (essential).
  • Customer-facing consultancy experience (highly desirable).
  • Knowledge of FCTG's corporate business' and how they relate to FCTG.
  • Prior Travel Manager Experience (desirable).
  • Prior experience in an IT support desk (desirable).

What You'll Enjoy:

  • A competitive salary of $80,000 - $110,000 per annum, depending on experience.
  • A Monday to Friday week, business hours with flexible/hybrid options.
  • Exclusive staff discounts, accessible via our employee-only portal, with 350+ of Australia's leading retailers, health and wellness discounts, financial planning advice, employee share plan, and more.
  • Travel discounts, including family and friends - flights, hotels, tours, cruises, travel insurance, and more.
  • Corporate health discounts, access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym.
  • Mental health support and Employee Assistance Program for staff and family.
  • Regular awards nights, social team-building, and industry events, with the opportunity to attend global conferences.
  • Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering, and fundraising; paid parental and volunteer leave.
  • The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment.

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