PLATFORM SUPPORT ANALYST

ATCORE is the leading international supplier of technology solutions specialising in software and services for the leisure travel sector. With our market-leading reservation and distribution platform, we empower travel businesses to meet the needs of travellers through our suite of bespoke solutions - tailored to our clients’ needs. From large vertically integrated groups to smaller specialist operators, our customers enjoy a variety of service offerings, ranging from applications support to the access of fully crewed data centres available 24x7. To ensure business continuity, we undertake several projects with our clients, which typically involves implementing our ATCOM software - operated on the Oracle. We have an exciting opportunity for a Platform Support Analyst to join our QA & Support team. If you enjoy working with collaborative teams, thrive in mission-driven organisations, and are passionate about utilising technology and building products to better the world around us, this could be the role for you! What you would do as our Platform Support Analyst: As part of a team of 10, that collaboratively support 8 customers, you would be expected to get involved with executing test activities, tracking defects, maintaining documentation, and contributing to the overall quality of our software product containing multiple modules. Gain in-depth technical knowledge of ATCORE systems. Provide Level 1 to Level 3 support by logging, prioritising, resolving and escalating issues where necessary. Ensure customers can effectively use software and resolve any problems they encounter. Analyse customer-reported problems to identify the root cause and determine the appropriate solution. Investigate the root cause of failures and provide insights for further testing or debugging. Analyse test results to identify patterns, trends, or potential areas of concern. Investigate and identify potential risks and issues that may impact project delivery and work with stakeholders to mitigate them. Collaborate with your team to ensure proper test coverage. Participate in testing activities, review test cases, and assist in resolving defects or issues identified during testing. Create and maintain customer centric documentation and release notes, and update existing documentation to reflect changes in software functionality or requirements. This includes documenting information about new features, enhancements, tests, bug fixes, and known issues in a particular software release. Work closely with the QA team, developers, project managers, and other stakeholders to facilitate effective communication and coordination. Initially, you would have limited exposure to our customers, however, over time you would act as a point of contact. This can involve attending meetings, providing status updates, and addressing queries related to the testing process. Actively participate in process improvement initiatives to enhance the overall quality assurance practices. Suggest improvements to testing methodologies, tools, and techniques to optimize processes. To be successful in this role, you must be able to demonstrate competence and experience in the following: Proficiency in Office 365 Understanding of call logging systems (ideally Jira) Knowledge of XML and SQL is desirable, but can be taught on the job Possess and analytical and problem-solving approach to work Excellent communication skills are required, previous experience in a customer facing role is ideal Due to the nature of role, be able to work collaboratively and alone. Good understanding of software development concepts Appetite to learn, including willingness to gain high-level exposure to IT infrastructure and software Some experience in Travel industry is desirable Why join ATCORE: In addition to a competitive salary, we offer a wide range of additional benefits, including employer matched contributory pension scheme, business and personal travel insurance, healthcare schemes, life insurance, and many more. We carefully recruit, retain and develop our most talented personnel and, as a result, have a uniquely low level of employee turnover of around 5%. Half of our employees have been with the company for 10 years or more, a level of longevity very rare in the technology sector. Based in Slough, UK, with offices in North London and Cardiff, we are 200 employees strong and hire people with an unparalleled combination of industry and technical expertise. Join in the creation of technologies that impact millions of travellers in a multi-trillion dollar industry. Be part of a highly motivated family and grow your career with the guidance of strong leadership. We are looking for candidates who are inspired to challenge the norm and help us evolve the customer journey.