Founded in 2017, TripArc is a $750 million privately held company that powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually – all at the industry’s best rates.As an industry leader in technology, purchasing, finance, HR and marketing, we know how to deliver solutions to travel professionals in the most effective way possible. With deep experience in partnering with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – TripArc has real insight into the needs of tour operators and travel agencies today.TripArc’s goals are simple. To make our network of over 1400 travel entities more profitable, efficient and help them create truly unique travel for their clients.About the Role At TripArc Inc., we are looking for a Platform Support Analyst I, who will be an essential part of the support team. Your primary focus is to ensure the smooth operation of the Azure cloud-based proprietary applications while providing outstanding support to our 1600+ valuable travel experts.What You’ll DoUser Support: Take ownership for addressing user inquiries, issues, and requests related to the platform applications raised by usersManage Escalations: Escalate tickets to the development team and ensure an end-to-end resolution for usersDocumentation: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleaguesCommunication: Communicate effectively with cross-functional teams, developers, and stakeholders to report and elevate issues when necessaryTraining: Assist in training sessions for end-users to ensure they are proficient in using the platforms and their featuresMonitoring: Continuously monitor the applications’ performance and proactively identify potential issues before they impact usersFeedback Collection: Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platformsWho You AreThe ideal candidate must have at least 1 year experience in application support or technical supportThe candidate should possess strong problem-solving and troubleshooting skillsAn analytical thinker with excellent communication and customer service skillsFamiliarity with software support processes and ticketing systemsAbility to work collaboratively in a team-oriented environmentShould be able to work in shift rotation, including weekendIntermediate to proficient level of “Technical Skills” requiredWhat You’ll BringUnderstanding of REST APIUnderstanding of application log monitoring platform like Dynatrace or similarUnderstanding of SQL and RDBMS like SQL server or similarFunctional understanding of Active directoryUnderstanding of programming languages like .Net and frontend angular or similarUnderstanding of webserver like IIS or similarUnderstanding of cloud platforms like azure or similarUnderstanding of ITIL incident management and ticketing tool like ServiceNow or similarWhat We’re Looking ForBachelor’s degree in Computer Science, Information Technology, Engineering, or related fieldStrong analytical and problem-solving skillsGood written and verbal communication (customer-facing)Ability to work in shifts including weekendAttention to detail and documentation disciplineShift ModelTeam Coverage: 12 hours/day (8 AM – 8 PM)Days: 365 days/yearModel: 2 rotating shifts with some overlap (Shift 1 - 8 AM to 4 PM , Shift 2 - 12 PM to 8 PM)We provide a competitive compensation package with a strong pay for performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected base compensation for this position is $50,000.The actual compensation may vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education/training.We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.We thank all candidates for their interest; however only those selected for an interview will be contacted.#J-18808-Ljbffr