Come work at Rightrez!

Why

We are a passionate, lean team dedicated to advancing the air travel industry. Though remote, we value collaboration and prioritize the wellbeing of our team members.

How

Our mission is for you to feel inspired and motivated at work. We encourage continual learning and offer unique benefits and flexibility.

Where

Work where you work best! We are a fully remote company based in the United States.

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Senior Software Support Analyst

United States

About The Position

This is a full-time remote role for a Tier 2/Tier 3 Support Analyst position. The support analyst position is responsible for effective and efficient Tier 2 or Tier 3 support to RightRez clients and RightRez Customer Success Managers on RightRez software solutions, researching at a deep level and preparing issues for software developers to address.

You will be joining a small company that creates and provides automated air travel booking and management technology to an array of leisure and commercial travel firms around the world. Current clients include EF Education, Grand Circle Travel, Gate 1, AAA, Carnival, and many more. 

Key Responsibilities

  • Advanced troubleshooting and technology support for RightRez Customer Success Managers and clients
  • Manage multiple support requests, prioritizing to meet deadlines
  • Troubleshoot highly involved technical issues and work with software development to bring to resolution
  • Communicate directly with clients in a professional manner
  • Document findings and resolution providing useful feedback for similar future support requests
  • Effectively document software issues and defects
  • Daily monitoring of clients’ RightRez software setups
  • Some software training
  • Installation of RightRez software including new client setup and general software releases
  • Opportunity to get directly involved with the code-base for troubleshooting and bug fixing

Benefits You Will Enjoy

  • Comprehensive Benefits Package that will include Medical, Dental, and Life insurance plans
  • Retirement Savings Plan with company match
  • Paid Holidays
  • Personal Time Off
  • Flexible work environment


Requirements

  • Minimum 5 years of software support experience
  • Knowledge of SQL
  • Strong analytical and troubleshooting skills
  • Ability to work independently utilizing time management and organizational skills to manage multiple tasks and prioritize while consistently meeting deadlines
  • Positive attitude and team oriented mind set
  • Detail oriented and a problem solver
  • Ability to work with and understand software functionality as well as proprietary industry systems
  • Knowledge of standard methodologies used in software support
  • Travel industry experience a Must!


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