Job Profile:
The Junior Application Support Analyst serves as the primary customer service liaison for internal employees across all company locations, providing Level 1 and Level 2 application support. This role combines excellent customer service with developing technical investigation skills to ensure smooth business operations. The ideal candidate will excel at user communication and issue management while learning our proprietary systems through comprehensive training or performing tests. Key responsibilities include managing incident tickets, reproducing user-reported issues, creating support documentation and collaborating with technical teams to resolve complex problems. This position reports to the Senior Manager, Global Application Support and offers significant opportunities for technical skill development in a customer-focused environment.
Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement.
A career at Vista means stepping into an environment where you’re trusted with real autonomy and responsibility from day one. Whether you're keeping our aircraft airworthy, flying our clients across the globe, or working in one of our corporate teams, you’ll move fast, deliver impact quickly, and grow through hands‑on learning and close collaboration within a supportive global community. You’ll play an active role in shaping a transforming organization by improving processes, challenging norms, and driving meaningful change. And throughout, you’ll take pride in making the impossible possible for a worldwide client base. Together you’ll build something extraordinary alongside colleagues who navigate challenges together, celebrate progress, and consistently raise the bar.
Your Responsibilities:
Customer Support & Communication
- Serve as the primary contact for internal employees experiencing system issues or requesting application support.
- Manage incident tickets from initial contact through resolution, ensuring timely responses based on service levels agreement.
- Communicate technical concepts clearly to non-technical business users.
- Provide regular status updates to stakeholders during issue resolution.
- Maintain professional, empathetic communication during system outages or user frustration.
- Immediately identify and escalate major incidents (system-wide downtime, major performance issues) following established procedures.
System Learning & User Guidance
- Learn company applications and business workflows through training and guided and exploratory testing.
- Guide users through standard processes and basic troubleshooting steps.
- Reproduce reported issues in test environments to validate problems and gather details for development teams.
- Develop working knowledge of business processes translate and system functionality.
Technical Investigation & Documentation
- Use basic SQL queries to locate and interpret user data related to reported issues.
- Document all user interactions, solutions, and escalations for knowledge sharing and audit purposes.
- Collaborate with internal support and development teams by providing detailed technical information for complex issues.
- Contribute to knowledge base with common solutions and process improvements.
Process Compliance & Continuous Improvement
- Follow established escalation procedures and SLA requirements.
- Participate in process improvements to enhance support team efficiency.
- Maintain accurate records for internal KPI tracking and user satisfaction metrics.
Required Skills, Qualifications, and Experience:
- Completed or pursuing bachelor’s degree in computing systems, information technology, mathematics, or related field OR equivalent experience in customer service, technical support, or related field.
- Experience working in fast-paced, customer-focused environments.
- Previous exposure to IT service management or help desk operations.
- Interest in developing technical skills while maintaining focus on customer experience.
- Experience working with global or distributed teams.
- High-level of responsibility and ownership.
- Adaptability to rapidly changing priorities and system requirements.
- Initiative to seek help and resources when encountering unfamiliar issues.
- Customer-first mindset with focus on user satisfaction and experience.
- Collaborative approach to working with technical and business teams.
- Professional growth orientation with interest in expanding technical knowledge.
