Level 2 Support Analyst

Responsibilities

• Monitor support queues and act as the first escalation point for all priority incidents within SLA
• Serve as a Level 2/Level 3 subject matter expert providing leadership for complex issue resolution
• Take ownership of support cases and coordinate resolution across multiple complex systems
• Share knowledge, experience, and trends with Level 1 and implementation teams globally to proactively prevent future issues
• Assign cases and collaborate with Product Leaders to allocate tasks to the development team
• Facilitate communication with external clients regarding technical assistance and support needs
• Build rapport with the Corporate business to understand needs and identify support trends for leadership review

Requirements

• Minimum 12 months of experience at Flight Centre or 2 years of external Business Travel experience
• Comprehensive knowledge of GDS and related processes
• Experience working within a commercial or business environment
• Proficiency with Online Booking Tools (OBT)
• Proven success in previous technical support or analytical roles

Benefits

• Competitive market-aligned remuneration structure
• Access to relevant training courses and global career advancement opportunities
• Fun and energetic company culture
• Focus on work-life balance with paid annual leave
• Comprehensive wellbeing support including medical, accidental, and term insurance
• Paternity leave and industry travel discounts

About the Company

FCM part of FCTG is one of the world’s largest travel management companies and a trusted partner for multinational corporations. As part of the ASX-listed Flight Centre Travel Group, we deliver innovative technology and expert local knowledge to provide a personalized business travel experience. We are a global team of "Flighties" dedicated to opening up the world through travel.