If you're experienced in providing technical and application support, this Application support role could be for you!

Main duties and responsibilities:

Working as part of a fun, dynamic and busy Technology team, we offer a hybrid working role within an autonomous environment. As Application Support, you will:

Deal with incoming emails and calls, verifying if you can recreate the problem that has been sent through, confirm if this is a live issue and handle the request accordinglyWorks closely with frontline support teams, Product Owners, Scrum Teams and Infrastructure Teams to ensure that SLAs are agreed and metSupport and maintain core business applications and systems consisting of both bespoke and common off-the-shelf software packages. This includes, but is not limited to core system components such as partner integrations and related tools and technologies such as API interfaces and Process Automation (RPA).Proactive monitoring of performance dashboards, tools and exception logsInvestigating complex system issues across both bespoke and packaged solutions to drive resolutionsAct as a technical lead and escalation point for more complex application-related incidents within the wider technology departmentManage live issues with external providersEscalation to, supporting and liaising with 3rd party suppliers where necessary to drive resolutions to incidents.Co-ordinate and manage the emergency change management processEducate users on any necessary workaroundsForm part of an on-call rota supporting the business outside of core hours for critical and service-related incidentsProduce statistics, KPIs and Management Reports relating to application and service outagesBenefitsA competitive basic salary + annual company bonusFlexible hybrid working model (2 days home, 3 days office)Career development and promotional opportunities25 days holidays (increasing to 28 after 5 years of service)A Moments That Matter Day (annually)Enhanced maternity/paternity payHoliday buy and sell (up to 5 days per year)3 paid days charity leaveCompany events, socials, and incentives3x annual salary death in service benefitCompany pension schemeCostco membershipSalary sacrifice, company car schemeCycle to Work SchemeEmployee Assistance ProgrammeFree breakfast, fruit, and hot/cold beveragesReferral schemeEmployee discountPrivate medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)Essential SkillsSkills and Experience required:

Experience in providing 2nd/3rd line technical and application supportStrong knowledge of application integration techniques such as API and data integrationsAbility to understand how the applications work to assist in replicating the problemExcellent problem-solving skills and the tenacity to stay with an issue until it is resolved.Strong commitment to quality and a thorough approach to responsibilities.Experience in owning major system componentsExperience in supporting and maintaining internal business applications from CRM to Financial systemsAbout CompanyHere at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for over 28 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 1,900 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 250 super-talented people in our Support Offices to help them create unique, inspiring, and exciting experiences for their customers, building lasting personal relationships that bring them back to us, time and time again.

Our unique approach within the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!

We are currently expanding at a phenomenal rate - on the back of what is our record year in terms of revenue (over £800m) and so are looking for like-minded individuals to join our dedicated Head Office team, to help the company continue to flourish.