Job Description

Technical Implementation & Support Analyst
At Flight Centre Travel Group, we provide highly individualized travel services and leading-edge technology to travelers’ across all corporate brands – FCM Travel Solutions, Corporate Traveler, Stage and Screen, CiEvents, Travel Associates and 4D Consulting.
We are one of the world’s leading and fastest growing Business Travel Retailers. Our teams are the best in the business; providing clients with exceptional service and product knowledge.  FCM Travel Solutions, our largest brand, is celebrating a stellar performance in the World Travel Awards’ program after being named the World’s Leading Travel Management Company 3 years in a row.
Technology plays an ever-increasing role in our industry; we are constantly looking at solutions to bring efficiencies to the business and to our clients. As part of the larger Flight Centre Corporate Technology family, the Online Solutions Support team spearhead training, auditing and mentorship of implementation of our proprietary Client Portal and 3rd party Online Booking Tools (OBTs), Concur Travel, Certify Enterprise Travel, AeTM and GetThere across our corporate brands in US, Canada and Latin America.
If being at the helm of it excites you, and you desire to be an expert and educator in an ever-changing environment, then this is the job for you! 
About you:
This is a highly visible role and requires a mix of excellent technical, communication, presentation and customer support skills. You must be detail and result oriented, organized, resourceful and able to work autonomously. The ability to multi-task in a fast-paced customer-service focused environment is key. You are ideas driven and open to carrying out innovative new methods to gain speed in implementations through automation and process efficiencies.
Responsibilities:
Providing 3rd level support via our internal ticketing system to resolve issues regarding our internal profile management system (client portal) and online booking tools
Manage tickets and meet predetermined SLAs in line with KPIs
Update knowledge base articles where relevant based on content of support tickets
Leading/managing/auditing online booking tool implementations and customer experience from kick off to launch and post go live support
Meeting and exceeding predetermined implementation timelines
Designing and documenting training materials for booking tools and linked technology
Heading up project work for the region – identifying project requirements, communicating with key stakeholders and managing process to achieve goal.
Assisting with training of sales and account management team with online implementation process
Keeping up to date with new developments of our own technology and ever-changing online booking tool functionality
Ensuring the service agreement between our company and the client is delivered in every interaction and in a way that ensures total client satisfaction and client retention
Essential Qualifications:
Minimum 3 years in implementing Concur – technical and client interaction skills
Minimum 1 year in implementing DEEM– technical and client interaction skills
Minimum 3 years in an online customer support role
Sabre GDS experience required
Concur API 2.0 profile synchronization experience
Basic understanding of Web Services and XML
Excellent verbal and written communication skills
Training experience
Proven leadership through project management
Experience in working with robotics and automation of processes
Additional Qualifications:
Formal Project Management experience
Knowledge of ADKAR methods of change management
Amadeus GDS experience
If you understand the value of providing exceptional, tailored customer service and support, then consider FCM Travel Solutions and take your career to new heights!  By joining the FCM Team, you’ll discover first-hand why we’re recognized around the world as an outstanding employer.  With a unique culture built on rewarding and recognizing great results, you’ll receive:
Industry Travel discounts
Leadership career pathways
International career opportunities
Medical, dental & vision, 401k and life insurance
Bi-annual travel to our National Conferences and the potential to make Global (based on performance)
FCM is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success!
You acknowledge and agree that your role may be changed from time to time at the Company’s discretion to ensure the successful ongoing operation of the Company.
Benefits & Compensation:

Discounted travel and fantastic incentives from the world’s top travel providers
Industry renowned social events and excellent company culture
Exceptional career progression with opportunities across the globe
Fast-track leadership program to develop the future leaders of our business
Comprehensive leadership training career path support with business, product and leadership training
Free and confidential advice from our in-house health, wellness and financial advisors
Comprehensive benefits package including medical, dental, vision, 401k, life insurance, and stock options. 
Important information about our application process:
Any offer of employment in the USA that would require you to attend an office location or company event is contingent upon providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.
FC USA recruitment is centralized for all of the US.  This means that if you have submitted an application within the past 6 months, you don’t have to submit another.
FC USA is an Equal Opportunity Employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!
#LI-REMOTE
Location: Remote, USA 
Visit us on Facebook and get up to date information on our openings and upcoming events https://www.facebook.com/fcusacareers1
FCTG is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!