Technical Business Analyst

Technical Business Analyst (Global Care) / Analyste technique d’affaires (Global Care)

**About Us**:
Plusgrade is the Ancillary Revenue Powerhouse responsible for many of the world’s leading travel brands’ upgrade and ancillary revenue programs. Backed by prominent growth private equity firms including Novacap and CDPQ, over 80 companies like Air Canada, Lufthansa, Hawaiian Airlines, Singapore Airlines, Spirit Airlines, Cathay Pacific, Royal Caribbean, and Amtrak trust Plusgrade’s Platform to turn perishable inventory into revenue through upgrade and seating programs, generating billions of dollars in revenue opportunity and creating more loyal customers. For many of our partners, the revenue generated through our suite of products is key to how they’ve weathered the COVID storm-and came out stronger than before.

Plusgrade is an award winning company, recognized with the prestigious Deloitte Technology Leadership award as the global leader in travel technology, and has been continuously honored as one of North America’s fastest growing technology companies with the Deloitte Technology Fast 50, Fast 500, and most recently won the Enterprise Fast 15 award.

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What we do*
Ever been upgraded on flight? (Best feeling ever, am I right?) Well, you’ve likely experienced our products.

Plusgrade’s Ancillary Revenue Platform is the only digital-first ancillary merchandising engine that gives travelers the ability to upgrade their experience in multiple ways (bidding, instant purchase, blocked seats to name a few) within the booking to departure window. We help airlines, cruise lines and passenger rail companies generate ancillary revenue through incredible customer experiences.

We’re leading a high-growth category. We outpaced our pre-pandemic revenue targets (and the recovery rate of the travel industry), despite living through the greatest disruption in travel’s history. Today, we’ve generated more than $6 billion in new revenue opportunities. We intend to grow much, much more. And into many more verticals with more products.

Smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas — not ego. We’ve built a genuinely diverse team of winners, where we make sure anyone and everyone feels that they belong, but most importantly, we share the same values of customer obsession, togetherness and winning.

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The position: *
The Global Care Team (our name for Customer Care) forms a critical component of our Operations team and our customer experience ecosystem. We are seeking an ambitious individual to join our growing team and help with the daily operation of supporting our global customer base. Reporting to the Team Lead: Global Care, the Technical Business Analyst will be responsible for front line support of our partner base, as well as monitoring the health of our platform. As a Technical Business Analyst you will work closely with our Partner Success, Product, and Engineering teams to identify root causes and triage/resolve issues as applicable.

We firmly believe there are many challenging opportunities in travel technology, if you are excited about helping us solve some of them, we would like to meet you

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What you’ll do day-to-day: *
- Work alongside your team to support the customer and meet our service level agreement obligations
- Provide exceptional service to our global partners
- Manage customer relationships for post-sales delivery requests and major issues
- Establish and develop an internal and external knowledge base through documentation and learning sessions
- Provide technical and product support for our partners
- Triage and identify the root cause of issues - provide assistance and collaborate with relevant teams to resolve issues.
- Monitor the health of our platform and assist with efforts to develop automated workflows
- Oversee the successful completion of complex technical projects, from project planning to execution.

**About you**:

- Strong integrity and ownership skills and a desire to learn
- Bachelor’s degree in STEM or relevant experience
- Ability to work well within a team environment and meet deadlines
- Ability to grasp new concepts quickly and efficiently
- Demonstrated experience converting business needs into technical requirements
- Strong time management and personal organization skills to handle multiple assignments
- Excellent spoken and written communication skills in English, other languages are an asset
- Knowledge or familiarity with Excel, SQL, HTML, JIRA and/or Splunk

**It would be nice if you had**:

- Experience in supporting partners/customer over multiple time zones
- Experience in monitoring the health of a product
- Experience in working with a Service Desk
- Airline industry knowledge or are familiarity with travel technology

**Why should you join us?**
There seems to be many “rocketships” to join these days. If you are the type of person that will excel in a hi