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
