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 **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 by using excellent, in-depth knowledge of ALG and Trisept products and end user technologies. This includes keeping up-to-date on all support processes, 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.**A successful Customer Support Analyst will**:- Ensures the best end-to-end customer experience and provides a single point-of-contact for the internal and external users- Logs all incidents/cases/requests in the system 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 Network 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; analysis, reporting, and escalations- Assists with technical projects to meet established timelines, quality standards and agreed outcomes- 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**A successful Customer Support Analystwill have**:- Bachelor’s degree in Computer Science or related field with at least 1+ year of experience working as on-site technical support or remote desktop support- Must be bilingual English/Spanish and proficient in both languages.- Must be ablet to communicate in English -verbal and written- with technical and non-technical language to customers and coworkers**About Apple Leisure Group**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 wellestablished vacation brands- **Resort Brand Management**: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio- **Destination Management Services**: Best-in-class destination management services provided by Amstar® DMC 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**Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome