Technical Support Specialist

7 days ago


Toronto, Ontario, Canada Tbwa ChiatDay Inc Full time
About Us
TripArc is a leading technology company that powers the top travel agencies and tour operators in North America. Our expansive network empowers seamless access to a comprehensive range of travel options and services globally.

As an industry leader in technology, purchasing, finance, HR, and marketing, we deliver solutions to travel professionals in the most effective way possible. With deep experience in partnering with luxury travel brands, TripArc has real insight into the needs of tour operators and travel agencies today.

Our goals are simple: to make our network of over 1400 travel entities more profitable, efficient, and help them create truly unique travel for their clients.

Job Description
We are looking for a Technical Support Specialist who will be an essential part of our support team. Your primary focus is to ensure the smooth operation of the Azure cloud-based proprietary applications while providing outstanding support to our 1600+ valuable travel experts.

Your responsibilities will include:
  • User Support: Take ownership of addressing user inquiries, issues, and requests related to the platform applications raised by users.
  • Manage Escalations: Escalate tickets to the development team and ensure an end-to-end resolution for users.
  • Documentation: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues.
  • Communication: Communicate effectively with cross-functional teams, developers, and stakeholders to report and escalate issues when necessary.
  • Training: Assist in training sessions for end-users to ensure they are proficient in using the platforms and their features.
  • Monitoring: Continuously monitor the applications' performance and proactively identify potential issues before they impact users.
  • Feedback Collection: Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platforms.

Candidate Profile
The ideal candidate must have at least 2-3 years experience in application support or technical support. They should possess strong problem-solving and troubleshooting skills, be an analytical thinker with excellent communication and customer service skills. Familiarity with software support processes and ticketing systems is required. Ability to work collaboratively in a team-oriented environment is essential. Intermediate to proficient level of technical skills required.

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