About UsG Adventures is the world’s largest small-group adventure travel company and we’ve been making epic travel memories happen on all seven continents for over 30 years.Our mission is simple: to change lives through travel. And not just our travelers’ either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours.With the demand for travel coming back strong, we are set up and excited for this next chapter in our company’s story — and we’d love for you to be a part of it.Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You’ll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world.If all that sounds like your kind of thing, well, we can’t wait for you to join us.About the RoleG Adventures is on the hunt for a motivated and talented System Support Analyst. The System Support Analyst is responsible for managing all incoming support requests for G Adventures systems, in addition to providing technical assistance to users of those systems.The role works closely with software developers, technology managers and other internal teams across the business in the delivery of a unified technical support experience to all software users within the G Adventures organization. We require someone seeking responsibility and ownership, reviewing and improving upon current processes and providing exemplary support for our software systems.You will need to have a dynamic approach towards the role and be willing to demonstrate, increase, and add to your current skill sets. You will be supported in your development by your manager, team and through the various internal development programmes within the G Adventures organization.You will be joining a people first team and organization, G Adventures tech teams have a fantastic reputation in getting things done, developing individuals and encouraging and supporting growth.This is a hybrid role, where a set number of days is required in office by the region.ResponsibilitiesUnderstand general technology support processes and practicesRespond to system support inquiries, delivering a consistent customer service experience to internal and external usersAdhere to defined support performance standards and; meet SLAs (Service Level Agreements)Classify, manage and track support requests from creation to resolution.Respond to general questions about features, functionality, known issuesWork with subject matter experts to build a knowledge base of common support issues and solutionsLearn to produce and manage detailed reporting and reporting workflows for internal tech teams enabling them to have a detailed understanding of team and organization metrics.Actively document and maintain key changes to workflows and system changesPropose improvements to support processes and take ownership over the changesWork closely with the Technology management teams to define, plan and apply improvements to key systems and the support processesAbility to build relationships with key system stakeholders across multiple departments and teamsEstablish channels for communicating major releases, feature updates, known bugs, etc...Assist in the administration of user access, permissions, etc… across our software systemsPerform manual and bulk updates of data as required to resolve issuesEvaluate priority and impact of issues that are reported through support requestsEscalate support issues to the relevant software product team(S).Document feature requests and low-impact bugs to be scoped, prioritized, and implemented by development teams at a later dateParticipate in testing, QA/QC processes, and developing support plans for new system releasesRequirementsExperience supporting 3rd party and in house developed softwareStrong customer service experienceOutstanding attention to detailProven organizational skillsThe ability to discover, scope and research new ideas and practices, improve upon your current skill sets, guide, advise and influence others.Ability to manage and prioritize a high volume of competing requestsProblem solving skills, critical thinking and logical reasoning and doing the right thingLearn to Influence and make key contributions to your team, others and the organizationExcellent communication skills, able to effectively convey technical concepts to non-technical people.Able to influence outcomesAble to contribute to outcomesStrong work ethic with the ability to work independently or as part of a teamThe ability to demonstrate your theories and thinking, discuss and shareExperience and knowledge of some tools in our tech stack will be an asset: Google Workspace (and its applications), ClickUp or similar, Lucid Chart, Fresh Service or similar, SalesForce knowledge, MSFT Office 365, Slack, Usage of MacOS or Windows 10/11 operating systems. Familiarity with Compass, OKTA, AI Service Bots, understanding of complex workflows, API’s.What do we offer you?Competitive salary commensurate with the roleCompetitive benefits packageBirthday day offVacation time for you to rechargeEnhanced Parental LeaveLearning and growth opportunitiesEmployee Resource Groups*Applicable based on location*G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.
