Application Support

Location: Dublin City Centre.

Job Type: In-Office.

Job Description:

Club Travel are seeking a dedicated and customer-focused individual to join our team in Application Support. In this role, you will be responsible for providing technical support and assistance to end-users of all our application systems, ensuring smooth operations and optimal user experience.

This position offers an exciting opportunity to work in a dynamic environment, collaborate with cross-functional teams, and play a key role in delivering exceptional service to our customers.

 

Key Responsibilities:

  • Technical Support: Serve as the primary point of contact for troubleshooting and resolving technical issues reported by end-users related to our travel application systems, both internal and external.
  • Incident Management: Monitor, prioritise, and escalate support tickets in accordance with established service level agreements (SLAs), ensuring timely resolution of issues and minimal disruption to business operations.
  • Root Cause Analysis: Conduct thorough investigation and root cause analysis of recurring technical issues, identifying underlying problems and implementing preventive measures to mitigate future occurrences.
  • Documentation and Knowledge Sharing: Maintain comprehensive documentation of support procedures, troubleshooting steps, and best practices, and facilitate knowledge sharing among team members to enhance overall support efficiency and effectiveness.
  • System Monitoring and Maintenance: Monitor the performance and availability of our application systems, proactively identify potential issues or bottlenecks, and collaborate with technical teams to implement corrective actions and preventive maintenance tasks.
  • Continuous Improvement: Actively participate in ongoing process improvement initiatives, contributing ideas and feedback to enhance the reliability, usability, and performance of our travel application systems.
  • Stakeholder Communication: Communicate regularly with internal stakeholders, including IT teams, product managers, and business users, to provide status updates on support tickets, share insights and recommendations, and ensure alignment with business objectives.


Qualifications:

  • 1 year of experience in application support, technical support, or helpdesk role, is preferable but not essential - training will be provided on the job.
  • Knowledge of Club Travel internal products will be a huge benefit.
  • Strong technical aptitude with a solid understanding of software applications, databases, and operating systems.
  • Proficiency in troubleshooting and diagnosing technical issues, with the ability to analyse the issues and perform and update system configurations.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
  • Customer-centric mindset with a passion for delivering exceptional service and support to end-users.
  • Ability to work independently with minimal supervision, as well as collaboratively within a team environment.
  • Experience with IT service management tools (e.g., Jira) is desirable but not essential.
  • Familiarity with travel industry standards and protocols (e.g., GDS, OTA) is a plus.


If you wish to apply, please email a copy of your CV to [email protected]