Platform Support Analyst — Salesforce & Jira (Remote)

Railbookers Group; Nashville (TN); À distance; USD 55 000 - 75 000; Plein temps

Résumé du poste

Railbookers Group is seeking a Platform Support Analyst to support users of our Salesforce-based reservation platform (Kaptio) and investigate escalated issues across departments. You will assess business impact, route defects, and test fixes, while coordinating with internal teams and development partners.

You will gather requirements, track tickets and dependencies, manage Jira, and contribute to release planning and training. Remote within Tennessee, with future in-office Nashville relocation.

Qualifications

• Bachelor's Degree or equivalent relevant experience.
• Minimum 2+ years of experience in project coordination, application or business systems support, contact center support, or a related field.
• Strong organizational and time management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, capable of fostering collaboration across teams.
• Hands-on experience managing tickets and backlogs in Jira or a similar tool.
• Analytical mindset with strong problem-solving abilities.
• A proactive approach to learning new systems and processes.
• Working knowledge of our reservation platform and booking processes from a Sales, Operations or support role.
• Experience identifying and raising system or data issues, with clear examples and steps to reproduce.

Responsabilités

• Provide day-to-day platform users support, answer process and system questions, and investigate issues reported by Sales, Operations, and other teams.
• Assess the urgency and business impact of escalated issues, gather examples and steps to reproduce, identify workarounds, and communicate status to affected teams.
• Distinguish system defects from training, process, or data issues; route confirmed bugs to the appropriate development track and follow through to resolution.
• Log, track and escalate issues with platform vendors and development partners; provide clear reproduction steps and evidence, and follow up through to resolution.
• Investigate and fix data issues in Salesforce (e.g., incorrect bookings, mismatched, missing or duplicate records) and escalate root causes.
• Track recurring issues and support trends, maintain ticket details, and recommend changes to reduce repeats.

Connaissances

Project coordination

Ticket management

Jira

Communication

Organizational skills

Problem solving

Sales/Operations knowledge

Proactive learning

Formation

Bachelor's degree or equivalent

Outils

Kaptio platform

Salesforce

Description du poste

Railbookers Group is seeking a Platform Support Analyst to support users of our Salesforce-based reservation platform (Kaptio) and investigate escalated issues across departments. You will assess business impact, route defects, and test fixes, while coordinating with internal teams and development partners.

You will gather requirements, track tickets and dependencies, manage Jira, and contribute to release planning and training. Remote within Tennessee, with future in-office Nashville relocation.