DMC Application Support (m/f/d)

• In this role, you will play a crucial part in providing daily support to our DMC agencies in relation to our operational system, with a focus on investigating, analysing, and troubleshooting issues.
•  As a member of the Application Support team, you will serve as the main liaison between our agencies and our 3rd party system provider, collaborating to provide timely guidance and resolution and escalating incidences. You will require strong stakeholder engagement and the ability to speak on a level with both technology teams and the business.
• In this dynamic position you will also support online and in-destination training and participate in projects across the network, as required.
• Reporting to Head of Business Process Management

Main Tasks:

• Provide outstanding support to our DMC agency users in a timely, efficient and professional manner
• Provide guidance on functionality and system configuration
• Investigate, analyse and troubleshoot issues
• Provide timely communication on ticket status and resolution to agency users, using various communication tools, and manage expectations
• Develop a trusted advisor relationship with 3rd party system provider to resolve issues, ensure smooth delivery of fixes, change requests and projects
• Manage the development backlog and prioritise them based on changing requirements of the organisation
• Support on-site and online training
• Collaborate with 3rd party system provider on training materials
• Data quality assurance
• Proactively identify any inefficiencies in process and contribute to improvements
• Support projects across the DMC network, as required
• Meet set KPl's

• Entry date as soon as possible
• Deep knowledge and extensive work experience in the Tourism Industry
• An excellent understanding of the DMC sector, its operational and system processes, is an advantage
• Previous experience of working in a Customer Service environment and in dealing with internal customers and external partners
• Strong analytical skills, with the ability to diagnose a problem and support a resolution
• Strong multi-tasking and decision-making skills
• Organization and time-management skills
• Excellent communication skills, both written and verbally
• Fluent in English. Proficiency in other European languages an advantage
• Common knowledge of Microsoft Office Applications, operating systems and software
• Availability to travel and experience in working within a multi-cultural environment