Company Description
Points, a Plusgrade company, is a trusted partner to the world\xe2\x80\x99s leading loyalty programs, leveraging its unique Loyalty Commerce Platform and analytic expertise to build, power, and grow a network of ways members can get and use their favourite loyalty currency. Points was acquired by Plusgrade in 2022, making the combined companies the global leaders in ancillary revenue for the travel industry. Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world.


Points is looking for a Technical Support Specialist to join our Business Operations Support Services team for a full-time position. You will be the first point of contact for technical and nontechnical issues within the suite of products and services offered at Points. This role reports to the Technical Support Manager. Here\xe2\x80\x99s how you\xe2\x80\x99ll make an impact:

• Performing and communicating detailed investigations into the causes of production issues to determine temporary and permanent solutions to both internal and external stakeholders with an eye on quick/quality resolutions
• Proactively monitoring transactions for any inconsistencies or potential issues
• Creating and managing alerts & tools to assist with transaction monitoring
• Track and follow up on outstanding issues, keeping stakeholders informed of their status
• Working closely with internal/external stakeholders from both technical and business teams

Qualifications

• Clear and concise communication skills \xe2\x80\x93 particularly articulating technical findings to a non-technical audience
• Attention to detail and strong organization skills
• Experience debugging and error tracking with data logs
• Familiar with different types of data (CSV, XML, HTML, JSON)
• Experience writing complex queries/scripts for ad-hoc requests (Splunk, SQL, Python)
• Ability to work cross functionally with teams and team members of varying technical background
• Fearless ability to dive into the details and problem solve with cross functional teams

Additional Information

What we offer:

• Flexible hours
• Extra days off
• Extended health care from day one
• Parental leave top-op
• Fitness Credit
• RRSP Matching Plan
• Learning & Development
• Free coffee, snacks & drinks
• The best Technology
• YOLO leave
• Green Commute or WFH credits
• Company-sponsored activities such as bowling, movies, sports, paintball, and more!

Our Process: Points is an equal opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunity regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request we will provide accommodation for applicants with disabilities. We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed from our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview
• Hiring Manager Interview
• Take-home Assessment or remote coding exercise (If applicable)
• Team Interview

All candidates will be provided with feedback regardless if they pass or didn\xe2\x80\x99t pass any of our interview stages. All your information will be kept confidential.