Technical Support Analyst/ Analyste en support technique at Plusgrade

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Travel Technology, Aviation, HospitalityIndustries

Requirements

Great integrity, accountability skills, and desire to learn
Great attention to detail and ability to identify requirements in partner requests
Ability to work effectively within a team and meet deadlines
Ability to quickly and effectively grasp new concepts
Strong time management and personal organization skills to handle multiple tasks
Excellent verbal and written communication skills in English (other languages an asset)
Knowledge or familiarity with Excel, SQL, HTML, JIRA, Business Intelligence Platforms, and/or Splunk
Experience supporting partners/clients across multiple time zones
Experience working with a Service Desk
Knowledge of the aviation industry or familiarity with travel technology

Responsibilities

Work alongside your team to support clients and meet our service level commitments
Provide exceptional service to our global partners
Manage client relationships for post-sale delivery requests and major issues
Establish and develop an internal and external knowledge base through documentation and learning sessions
Provide technical and product support to our partners
Triage and identify root causes of issues - provide assistance and collaborate with relevant teams to resolve issues
Monitor the health of our platform and participate in efforts to develop automated workflows
Act as a subject matter expert and communicate process, tool, and optimization recommendations to internal teams and other stakeholders
Oversee the successful execution of complex technical projects, from planning to project execution

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportPlatform MonitoringRoot Cause AnalysisTroubleshootingPartner SuccessProduct CollaborationEngineering Collaboration

Questions & Answers

Common questions about this position

What is the work arrangement or location for this role?

This information is not specified in the job description.

What are the key responsibilities of the Technical Support Analyst?

Responsibilities include providing first-line support to partners, monitoring platform health, troubleshooting issues with engineering teams, building knowledge bases, and overseeing complex technical projects.

What is the company culture like at Plusgrade?

The culture is based on core values of ambition, innovation, and collaboration, emphasizing unity, pushing limits, exceeding expectations, and working together to transform travel experiences.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Technical Support Analyst role?

A strong candidate is ambitious, enthusiastic about travel technology, skilled in technical support and troubleshooting, and able to collaborate with partner success, product, and engineering teams while managing client relationships.

Plusgrade

Provides upgrade solutions for travel companies

About Plusgrade

Plusgrade specializes in providing upgrade solutions for the travel industry, focusing on helping airlines, cruise lines, and other travel service providers increase their revenue through ancillary services. Their platform allows these companies to offer customers the option to upgrade their seats or cabins for an additional fee, either through bidding or fixed pricing. Plusgrade stands out from competitors by integrating seamlessly with existing systems of travel companies, making it easier for them to implement these upgrade options. The company's goal is to enhance customer satisfaction while generating high-margin revenue for their partners, and they have been recognized as a market leader in this space, receiving awards such as the Deloitte Technology Leadership award.

New York City, New YorkHeadquarters

2009Year Founded

$151.5MTotal Funding

GRANTCompany Stage

Enterprise Software, Consumer GoodsIndustries

501-1,000Employees

Benefits

401(k) Company Match

Health Insurance

Unlimited Paid Time Off

Home Office Stipend

Remote Work Options

Parental Leave

Wellness Program

Risks

Emerging tech companies could erode Plusgrade's market share.

Airlines developing in-house solutions may reduce demand for Plusgrade.

Economic downturns can significantly impact Plusgrade's revenue streams.

Differentiation

Plusgrade offers a proprietary SaaS platform for travel upgrade solutions.

The company partners with major airlines like airBaltic and Garuda Indonesia.

Plusgrade's 'Subscribe to Miles' service innovates loyalty programs in the travel industry.

Upsides

Partnerships with airlines enhance customer experience and boost revenue.

Subscription-based loyalty programs are gaining traction in the travel industry.

Flexible bidding systems for upgrades offer passengers more control over travel.

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