Application Support

About Us

Here 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 the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 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 400 super talented people in our Support Offices to help them create unique, inspiring and exciting experiences for their customers, whilst 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 as The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company) 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 £930m) - and so are looking for outstanding individuals to join our dedicated Head Office team, to help the company continue to flourish.

About the Role

The Application Support Analyst plays a critical role in supporting our Global Community of Travel Counsellors with our bespoke technology platform. This platform includes Phenix, MyTC and its direct ecosystem of integrations. You will act as a second line technical support team supporting the Operational and other Support teams and will work in close liaison with the Product, Software Engineering and Platform Engineering teams to ensure the swift and effective resolution of Platform issues. Using our Platform Observability and Support tooling you will be responsible for proactively identifying challenges with platform performance or stability to ensure the platform operates within our service levels.

Application Support is there to aid front line support and technical teams with internal applications and ensuring that only genuine issues with those systems are reported correctly. The purpose of this role is to identify, check and validate any live issues and ensure they are escalated to the correct area within the Technical Team with an appropriate time frame set. This will ensure that our systems perform to the highest possible standard with minimal down time or disruption if errors do occur. This will include taking emails or calls from all areas of the business, checking exception logs for the applications, as well as monitoring tools to provide information on how these systems are performing.

This role will suit an individual who is passionate about customer service and has a track record of providing specialist support for bespoke software products. As part of your role as an Application Support Analyst you will be form part of the Application Support On-Call Rota, to support the platform and users in the event of a system outage.

Principal Accountabilities

• 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 accordingly
• Works closely with front line support teams, Product Owners, Scrum Teams and Infrastructure Teams to ensure that SLA’s are agreed and met
• Support and maintenance of core business applications and systems consisting of both bespoke and common of 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 logs
• Investigating complex system issues across both bespoke and packaged solutions to drive resolutions
• Act as a technical lead and escalation point for more complex application related incidents within the wider technology department
• Manage live issues with external providers
• Escalation to, supporting and liaising with 3rd party suppliers where necessary to drive resolutions to incidents.
• Co-ordinate and manage the emergency change management process
• Educate users on any necessary workarounds
• Form part of an on-call rota supporting the business outside of core hours for critical and service related incidents
• Produce statistics, KPIs and Management Reports relating to application and service outages

Required Experience

• Bachelor's degree or equivalent experience in IT, Computer Science, Information Systems, or a related field
• 3+ years of experience working in Application Support or Platform operations role
• Passion for technology and best practice
• Excellent understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
• Strong technical understanding of legacy technologies and cloud services/microservices
• Customer centric- putting the customer at the heart of everything you do
• Excellent technical, analytical, and customer service/stakeholder management skills
• Experience of supporting a global organisation in a remote working environment

Our Benefits

Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits including:

• A competitive basic salary + annual company bonus
• Flexible hybrid working model (2 days home, 3 days office)
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter day (annually)
• Enhanced Maternity / Paternity pay
• Holiday buy and sell (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company Pension scheme
• Costco Membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount
• Private Medical Insurance (taxable benefit) or Healthcare Cash Plan (costs incurred by employees)