Platform Support Desk Manager - Toronto, Canada - TripArc

TripArc

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Founded in 2017, TripArc is a $750 million privately held company powers the top Travel Agencies and Tour Operators in North America.

Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually - all at the industry's best rates.

As an industry leader in technology, purchasing, finance, HR and marketing, we know how to deliver solutions to travel professionals in the most effective way possible.

With deep experience in partnering with two leading brands in the luxury travel space - Kensington Tours and Travel Edge - TripArc has real insight into the needs of tour operators and travel agencies today.

TripArc's 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.

Role and Responsibilities

Manage Level 1 (triage level) and Level 2 (development level) technical support personnel.
Build, maintain and improve Support Processes including but not limited to escalations charts, oncall processes, triage processes etc.
Build and track Support Desk KPIs
Build a cohesive team and mentor the support team. Provide/enable pathways for career development of individuals.
Be a point of contact for escalations.
Implement and maintain a knowledge base to enable quick resolutions to customer issues and training purposes
Build a training program for new recruits.
Implement automation tools to improve the customer experience.
Receive and implement feedback from customers.

Qualifications:

Experience in a software support environment. Experience in the travel industry considered an asset.
Have
excellent communication skills.
Excellent leadership skills.
Experience working with development teams to resolve issues.
High level of expertise in process design and improvement.
Experience using automation to improve the support experience of customers.
Be a strategic thinker always looking to improve based on the direction of the company.
Comfortable in a fastpaced environment.
45 years experience in a Support Manager or Technical Support Role.
Strong technical background, preferably in software development, QA or Business Analysis are considered an asset but not required.