Ryanair is looking for a Systems Support Analyst to join its Customer Care team to work on the various systems and applications that our agents and customers use on a day-to-day basis. Reporting to the Head of Service Design and CS Digital, this is a permanent position based in our Madrid office.
In this role you will understand, and support Ryanair’s Customer Care platforms and you will be involved in several Digital projects aiming to improve the customer experience and support CS activities.
Responsibilities
- Support CS Digital products including Help Centre, Telephony platform, ChatBot and other AI technologies, Customer Service CRM
- Manage and execute change requests across multiple systems
- Support existing applications liaising with internal IT teams and external vendors
- Handle all basic administrative functions including user account maintenance, company reports, workflows management and other routine tasks
- Troubleshoot issues and support internal end users
- Identify opportunities to enhance system functionalities
Requirements
- Previous experience supporting systems as IT or admin user
- Experience of working on major consumer interfacing websites/applications is an advantage
- Experience of working within Customer Care is an advantage
- Proactive and logical approach to decision making and a real passion for problem solving
- Ability to work within a team as well as on an individual level
- Excellent listening, analysis, written and verbal communication skills
- Passionate about digital products and online solutions
- Self-starter and highly motivated to achieve organisational goals
- Experience of working in an agile, fast-paced consumer centric ecommerce environment
- Excellent time management and organisational skills
Benefits
Competitive salary and Airline benefits!
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