Jr Customer Support Analyst

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a **Jr. Customer Support Analyst** within **Trisept Solutions**, one of our 14 industry-leading brands. In this role you will be responsible for providing effective customer service for all internal and external customers and with an excellent knowledge of Trisept products and end user technologies. This includes keeping up to date on all business needs and system status; as well as acting as a courteous and helpful link for our customers to any and all technology questions or concerns. At the same time, the incumbent will have to classify, triage and organize all the incidents received in our ITSM system.

**A successful Jr. Customer Support Analyst will**:

- Logs all incidents/cases/requests in the system (ITSM) designated to this purpose from the beginning until its resolution; engages other IT team members or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Assists in the monitoring of IT Operations for Trisept Solutions and ALG
- Provides Help Desk functions for Apple Leisure Group, Trisept Solutions, and other vacation brands.
- Attends education courses and receives hands-on training from designated team members.
- Assists the team in trouble-shooting systems and processes, decision making, and escalations.
- Assists with special requests, special projects, documentation and process improvements.
- Optimizes customer service by identifying and tracking customer needs and satisfaction.
- Assists in monitoring system performance and server alerts.
- Fosters customer satisfaction via a helpful, knowledgeable, and professional demeanor
- Provides the 1st point of technical support for Apple Leisure Group, Trisept Solutions and other vacation brands.
- Follows standardized processes for escalation management of priority trouble incidents, and to triage and classify the incoming incidents.

**A successful Jr. Customer Support Analyst will have**:

- Bachelor’s degree in computer science or related field / last year of professional studies.
- No proven experience needed.
- Ability to provide phone customer support.
- Basic understanding of network concepts including TCP/IP, DNS, DHCP, OSI model, VPN, and routing protocols.
- Basic knowledge in operating systems such as Windows 10.
- Basic knowledge in Microsoft Office Products
- Ability to work under pressure in situations where customer satisfaction is paramount.
- Good written and verbal communication skills in both Spanish and English.
- Ability to work effectively with a diverse population in a fast-paced environment.
- Ability to work under little to naught supervision.

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

- **Vacations**: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
- **Resort Brand Management**: Management of 5-star and 4-star luxury resorts
- **Destination Management Services**: Best-in-class destination management services provided by Hyatt Inclusive Collection and Worldstar®
- **Loyalty Program**: Exclusive loyalty program Unlimited Vacation Club®
- **Technology Solutions**: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

**About TRISEPT SOLUTIONS**

Trisept Solutions® is the enterprise operating platform that delivers innovative merchandising solutions for airlines, hotels and resorts, destinations, theme parks and other travel merchants. With 20 years of travel technology innovation, end-to-end traveler engagement and billions of transactions processed each year, this is the world’s most sophisticated travel merchandising platform.

**Our Values**

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:
Empathy - Integrity - Respect - Inclusion - Experimentation - Well Being

**ALG’s Commitment to Diversity & Inclusion**