Support Analyst

Tigerbay is a Cardiff-based technology business, creating online systems for the travel industry. We are a small, but effective team, catering to several high-profile customers including Saga, Titan Travel, Newmarket Holidays, Mark Warner, Simpson Travel, HF Holidays and Martin Randall.

Our key strength is our in-depth knowledge of both Travel and Technology. We understand that having knowledge of both areas within the team is ideal, however new employees will quickly gain knowledge in the position. Our strategy is to recruit only the best people and nurture them with the skills to succeed and we reward them accordingly.

We are seeking a proactive and detail-oriented Support Analyst to join our team. This entry-level role is ideal for someone with a background in tour operations who is looking to transition into the technology side of the travel industry. The successful candidate will play a key role in supporting our clients, ensuring smooth operation of our platform, and contributing to the overall customer experience.

Backed by Travel soft, Tigerbay is set for growth - this is a unique opportunity to be part of that story.

• Provide 1st line support to customers via ticketing system and phone calls.
• Evaluate ticket impact and urgency, gathering necessary information for each type of request.
• Keep customers informed of progress and updates regarding their tickets.
• Foster strong relationships with Tigerbay customers to deliver personalised support.
• Test product functionality and replicate user scenarios to better understand customer needs and issues.
• Assist in creating and maintaining support documentation, knowledge base articles, and FAQs.
• Demonstrate self-sufficiency in task management, adept at identifying and prioritising tasks, and possessing the experience to recognise the appropriate moments to seek input from colleagues or managers.

• Experience in a customer support or help desk role.
• Experience of working in a Tour Operator business is desirable.
• Strong troubleshooting skills with the ability to analyse and resolve complex technical issues.
• Excellent customer service and communication skills.
• Experience with support ticketing systems and remote support tools.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and commitment to delivering high-quality support.
• A keen interest in SAAS Technology, is advantageous.

We believe that with exceptional technology and the right people, we can deliver unrivalled customer satisfaction.

Tigerbay is a Cardiff-based technology business, creating online systems for the travel industry.

We have developed a supportive and passionate culture, united behind our shared goals for the business and our clients.

As we grow, we relish the chance to build our team with talented and highly skilled people who can contribute to the company’s future development.

We value the contribution and success of every employee, investing in their personal and professional development through ongoing nurturing and mentoring.

We offer an impressive benefits package, which includes a 5% contributory pension, private medical insurance, permanent health insurance and flexible workings hours.