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Regional Level 2 Internal Support Analyst

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

To learn more about FCM please click HERE

About The Opportunity

The overall scope of this position will be to support internal customers within FC Americas Corporate Businesses on existing technology platforms and applications.

The ideal person is solutions-focused, thorough, detail-oriented, and creative, who will go the extra mile to provide excellent support to our internal teams who rely on us for our over-arching technical savvy in all areas of our Corporate Business systems.

Key Responsibilities

• Responsibilities

  • Provide Level 2 support for Flight Centre Americas corporate businesses
  • Meet and exceed defined SLAs for our end-users through timely Salesforce case management and resolution  
  • Troubleshoot end-user reported problems and coordinate with internal and/or external support when necessary.
  • Coordinate internal and/or external Level 3 support resources required to resolve technical incidents or service requests and follow escalated issues through to resolution.
  • Assist with identifying gaps in documentation and creation of Salesforce Knowledge Base articles to educate users on best practices
  • Provide an outstanding and professional customer experience

   

Experience & Qualifications

• 3+ years in a customer support role - Excellent customer service skills a MUST!
• Sabre GDS and Online Booking Tool experience highly preferred (Concur, Cytric, DEEM, FCM Booking/MELON etc.)
• Understanding of QC processes and data integrity
• Experience with troubleshooting application issues
• Must possess a skill set in analytical thinking and creative problem solving
• Must be detail oriented, with excellent verbal and written communication skills
• Must demonstrate professionalism working directly with internal clients at all levels of the business
• Ability to multi-task in a fast-paced customer-service focused environment and adapt to change
• Willingness to learn and work with new and unique applications
• Passion and demonstrated ability for continuous process improvement
• Works well in team and autonomous roles
• Be organized and resourceful with excellent follow through
• Must be able to interact and communicate with diverse working styles
• Possesses the ability to build and leverage strong working relationships
• English Fluent

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising.

Benefits Include:

• Generous paid time off policy - including 40% Vacation Bonus and 30 day Christmas Bonus
• Travel perks/discounts
• Health & Wellness Programs 
• National/International Award Nights and Conferences
• Medical Expense Insurance
• Life Insurance Coverage as per Company Policy
• Social Security Benefits (IMSS), Retirement Savings (SAR), and Housing Fund (INFONAVIT)
• Food Vouchers Equivalent to 5% of Gross Monthly Salary
• Participation in the Company Pension Plan
• Global career opportunities in a network of brands and businesses

Location – Mexico City

If this sounds like the opportunity you have been waiting for then APPLY NOW.

EXTERNAL POSTINGS ONLY - We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

INTERNAL POSTINGS ONLY - Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at recursoshumanos@flightcentre.com.mx