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.**A successful Customer Support Analyst will**:- Provide first level contact and solutions to customer technical issues.- Appropriately escalate unresolved inquiries to the next level of support.- Track, route, and redirect issues to the appropriate resources.- Follow up with customers, provide responses and feedback, and take ownership of issues to resolution.- Ensure proper registration, documentation and closing of tickets.- Utilize excellent customer service capabilities and exceed customer expectations- Diagnosis of software and hardware problems.- Maintain IT inventory- Prepare reports on the status of the company's equipment and systems.- Demonstrate a commitment to ALG core values.- The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.**A successful Customer Support Analyst will have**:- Demonstrable work experience in providing technical support.- Working knowledge of support software, databases and remote control.- Great skills for customer service and communication.- Advanced troubleshooting and multitasking capabilities.- Good level of the English language.- Advanced knowledge of Microsoft Windows.- Advanced knowledge of Microsoft Office.- Intermediate knowledge of Apple iOS and iPadOS.- Basic knowledge of Apple Macintosh.- Intermediate knowledge of Google Android- ITIL (Optional)- Any certification related to technical support.- Problem solving ability.- Teamwork- Negotiation**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 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 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 and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.At ALG, we strive for a world of understanding and care.