CTM are looking for a Product Support Analyst to work with CTM's Support team
About CTM
CTM is a global award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. CTM provides personalised service excellence with client-facing technology solutions in offices all around the world, including New Zealand, Australia, Asia, North America and Europe with over 3000 employees.
At CTM, our people are our greatest asset. We are a team of collaborative, innovative and future focused professionals we work with the company's values in mind; Connect, Deliver and Evolve.
About the Role
The Product Support Analyst works with our Support Team.
How the team works is, Level 1 is the first point of contact for customers requiring functional / product support where you will accurately create and maintain logs, re-create issues, resolve and clearly communicate to customers within the required service level agreements (SLAs). In the event escalation is required to Level 2 Support, you will be required to detail the issue, outcome, steps to re-create where possible and ensure the log is correctly prioritised.
Knowledge, Skills and Abilities
• Teamwork and Collaboration
• Respect all other roles within business and gain an understanding of their role objectives, aligning them with your own
• Communicate with the team on a regular basis via meetings, briefings and written correspondence including Implementations, Online Learning, Business Intelligence Specialist, ITS, Product Managers, Business Analysts, Development, QA and any other updates that may impact on other areas of the business
• Actively participate in formal meetings including but not limited to Support Centre meeting and Release sessions.
• Communicate effectively with all areas of the business expressing ideas and information in an accurate, relevant and timely manner.
• Demonstrate the ability to interpret and convey information for the audience.
Why CTM?
As a global organisation CTM offers a range of employee benefits that including;