Technical Support Analyst

About Us

ezRez Software is a B2B SaaS provider that allows partners to sell travel products anywhere in the world. Our clients are large airlines, hotel companies, travel agencies and financial institutions seeking to increase revenue and customer satisfaction by offering flights, hotels, car rentals and other travel products to their customers. The ezRez platform is fully configurable to match any website’s branding and messaging, and our back office includes a comprehensive set of business rules to manage a global business with a single system. Our platform is used by over 40 partners across the globe, including American Airlines, American Express, LAN Airlines, Intercontinental Hotels, Starwood Hotels, and United Airlines. Visit us at www.ezrez.com

Summary

As a Technical Support Analyst, you will have the opportunity to provide outstanding customer service by effectively solving challenging technical problems for our global client base.

We are seeking analysts with very strong B2B client facing technical support experience with a software/e-commerce company.

If you have experience with SaaS, that is a huge plus.

This is not an IT or B2C helpdesk position.

Job Responsibilities

Proactively work with development, QA, and IT departments to resolve assigned client issues in a timely manner.
Using our proprietary CRM, the role will provide e-mail and phone support to clients.
Ability to prioritize issues and requests to ensure client satisfaction.
Apply root cause analysis and system expertise to effectively address client issues.
Clearly and concisely communicate status updates and issue resolution to our client partners.
Understand our client's business model, organization, baseline technical environments, and key systems and must be able to link the impact that ezRez products have on these areas.
Develop and maintain an excellent relationship with clients and become an information resource for their operations teams.
Actively contribute to the ezRez Client Services team by sharing best practices, process improvements and knowledge gained by working with our clients.
Once trained, you will act as a subject matter expert to other employees in global ezRez offices.
Constantly sharpen product and system knowledge and remain current on new technologies.
In order to support our global clients 24/7, may include early morning, evenings, nights, weekends and holidays or a rotating on-call schedule

Job Requirements

Bachelor’s degree (computer science preferable).
Must have 5+ years of B2B technical support and helpdesk experience in a (SaaS, e-commerce or software) company supporting customers 24x7.
Experience with tools like Remedy or equivalent helpdesk case management system
Strong problem-solving and analytical skills are a must.
Good research, multi-tasking, follow-up skills also a must.
Must be solution oriented
Experience with on demand or SaaS solutions is a huge plus.
Strong verbal and written communication skills; ability to communicate effectively with support staff and development teams, clients and management
Ability to understand and clarity complex technical issues.
Attention to detail
Ability to make sound decisions based on research (good judgment skills)
Self-starter with the ability to work both independently and as part of the team.
Ability to complete assignments on a timely, cost-effective basis.
Experience in web-based technology, programming, web design a strong plus.
Travel industry experience a plus

How to Apply

Please email your resume (as an attachment) to employment@ezRez.com with the subject “Technical Support Analyst” for immediate consideration.

Please note that at this time we are not considering candidates that will require employer sponsorship to work in the United States.

No calls from recruiters/agencies please.

ezRez Software is an equal opportunity employer.

• Compensation: DOE
• Principals only. Recruiters, please don't contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.