ABOUT THE OPPORTUNITY

Are you ready to take the next step in your support, operations, or technology career? Join our EMEA Dedicated Support team in a hybrid Level 2 support role where you'll own relationships with named corporate travel customers while also supporting a broader multinational client base. This is an opportunity to combine customer partnership, technical investigation, and problem-solving across a diverse travel technology ecosystem. You'll work with highly engaged teams, contribute to major incident management, drive continuous improvement, and help shape how support services evolve through data, knowledge sharing, and AI-enabled efficiencies.

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KEY RESPONSIBILITIES

• Act as the primary support contact for assigned Dedicated Clients.
• Build and maintain trusted relationships with customer stakeholders and internal teams.
• Provide proactive communication and regular updates on incidents, service requests, and service performance.
• Participate in customer review meetings and support calls where required.
• Develop an understanding of customer environments, configurations, and business requirements.
• Investigate and resolve complex Level 2 incidents and service requests across multiple travel technology platforms.
• Support the wider multinational customer base through effective queue management and case ownership.
• Perform detailed troubleshooting and root cause investigations across interconnected systems.
• Engage vendors and external suppliers to support issue resolution where required.
• Maintain high-quality ticket documentation and ensure SLA compliance.
• Participate in major incident management activities and coordinate technical resources during critical incidents.
• Complete Root Cause Analysis documentation and drive corrective and preventative actions through to completion.
• Identify recurring issues, service trends, and opportunities for long-term improvements.
• Create and maintain knowledge articles, troubleshooting guides, and support documentation.
• Support training, mentoring, and knowledge-sharing initiatives across support teams.
• Contribute to cross-functional projects and broader business initiatives.
• Use AI tools such as Claude, Copilot, and FCGPT to assist with triage, summarisation, drafting, knowledge searches, and case investigations.
• Analyse case and queue data to identify automation, self-service, workflow improvement, and Level 1 enablement opportunities.
• Propose and implement process improvements that enhance customer experience and operational efficiency.
• Collaborate across brands, regions, and support functions to deliver excellent service outcomes.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.