Job Description. About Best Union Group

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1 Job Description Title: Support Desk Analyst Status: Full Time Salary Level: Salaried FLSA Classification: Exempt Location: Orlando Department: Operations - Software Support Supervisor: Team Leader - Software Support Next Level of Chief of Global Supervision: Operations About Best Union Group Mission Statement: To be the acknowledged worldwide leader in our industry by consistently providing the highest quality solutions, exceeding customer expectations and setting the standard for product features, reliability and innovation. About Best Union Group: The Best Union Group has been a global leader in the ticketing and events services industry for over 25 years and currently provides innovative solutions for attractions, events and leisure sites in more than 30 countries worldwide. With a direct presence in Italy, the UK, the US, France, China, the UAE and Singapore, the Best Union Group is uniquely capable of competing in a diverse range of international markets. Position Summary Answers OmniTicket Network s U.S. Help Desk and provides solutions to customers over the phone when possible. Escalates and distributes problems to both the Software and Hardware Support Teams. Core Competencies Accountability Takes full ownership of assigned tasks and responsibilities and is accountable for following each task through to completion. Makes and fulfills commitments. Has established a pattern of working independently, meeting reasonable deadlines, and accepting responsibility for his or her actions. Willingly makes promises and fully intends to keep them. Arrives at work on time and ready to contribute. Shows up for meetings well-prepared. Business Professionalism and Compliance Actions and behaviors are in compliance with the policies and guidelines defined within the OmniTicket Employee Handbook. Communication Proactively communicates information to clients, coworkers and stakeholders, and confirms that

2 communicated information is received and understood by the recipient. Communicates effectively, timely and appropriately. Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished. Communicates (both verbally and in writing) clearly, concisely and credibly while using the right tone for the situation and audience. Listens to others and allows them to make their point. Decision Quality Gathers enough information to allow a trustworthy assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longterm impact of decisions and keeps objectives in mind throughout the process. Investigates all viable options, along with the potential consequences of each, and then makes timely decisions. Ability to make choices quickly and confidently in a clear and obvious way. Can direct a group through this process and does not hesitate to make difficult decisions. Can speed up the decision-making process when time is of the essence, yet can also slow it down when there is time to do so. Productivity Organizes tasks and activities using a results-oriented approach to ensure goals are met and target productivity levels are achieved or exceeded. Achieves results within established timelines. Understands and demonstrates that intentions, activities and results are not the same. Expects that obstacles will occur and refuses to use them as an excuse for not achieving results. Has established a track record of producing work that is highly accurate, demonstrates attention to detail and reflects well on the organization. Is personally committed to high quality work and encourages others to have similar standards. Resourcefulness Effectively applies logical and resourceful problem-solving skills when tackling a task, issue or challenge. Capable of devising alternate solutions to problems or roadblocks Job Specific Competencies Analytical Thinking Breaks down problems and issues into sub-components and then assesses the costs, benefits and risks of various options prior to selecting a particular approach. Conceptual Thinking Grasps concepts, patterns and underlying issues. Uses past experiences to help identify likely causes and solutions to problems that might otherwise seem to be unique events. Helps others see patterns and concepts by using examples and analogies that relate well to their own experience and current knowledge level. Confidence Demonstrates self-confidence without coming across as arrogant. Is self-assured about his or her ability, opinions and ideas, yet can also convey an appropriate level of humility and respect for the abilities, opinions or ideas of others. Expects to be successful and is not hesitant about speaking up or making decisions. Leaves others confident that he or she will be successful and will make timely and appropriate choices when given authority to do so. Conflict Resolution Takes actions that resolve conflicts in a manner that is best for both the organization and the individuals involved. Addresses complaints and problems quickly and effectively, keeps all parties informed of the status of any negotiations required, encourages employees to report problems or concerns and negotiates outcomes that are viewed as fair and even-handed. Customer Focus Personally demonstrates that external (or internal) customers are a high priority. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquires about customer satisfaction with products or

3 services. Issue Resolution Ability to determine the source of a problem. Effectively owning the problem through the process of resolution. Effectively communicating with all stakeholders throughout the entire process. Receiving client buyoff of resolution and updating RM Track with resolution. Listening Skills Tends to listens more than talk. Leaves others with the impression that their thoughts, opinions, feelings and needs are important. Helps others understand their feelings and their needs. Managing Time & Priorities Handles multiple assignments and priorities yet still fulfills all commitments. Readily accepts new responsibilities and adapts well to changes in procedures. Gives appropriate priorities to various work demands. This is quite different from those who struggle to stay focused when faced with multiple priorities; focus only on one or two job priorities while neglecting others; and/or hesitate, complain or refuse to accept new procedures or assignments. Prioritizes tasks and manages time to ensure that deadlines are met. Plans his or her time and sticks to those plans. Prevents or manages interruptions until the highest priority tasks are accomplished. Planning and exercising conscious control over the amount of time spent on specific activities to increase effectiveness. This is in contrast to those individuals who fail to prioritize tasks or are not tenacious or disciplined enough to stay focused on the highest priority aspects of the job. This tendency to lack focus or discipline results in unmet deadlines and frustrated stakeholders. Product Knowledge Has a good understanding of product line features and benefits and uses that knowledge to optimize sales with each customer. Understands the product market and uses this knowledge to increase personal credibility and product sales. Keeps abreast of competitors' activities and typically responds quickly to what the competition is doing. Essential Duties and Tasks Answer Help Desk calls Conduct Client Conference calls Distribute new issues to the appropriate team members Work closely with the rest of the Software Support Team to work through client and internal issues related to open software trouble tickets Test software using test scripts and provide feedback to the Development Team on new software versions and enhancements Develop training schedules and itineraries for upcoming training sessions Work through Network Administrator to troubleshoot and update production environments Manage open issues and follow up with Support Teams when open Help Desk issues have not received updates in a timely manner Troubleshoot and develop technical solutions related to software and software-related issues for customers, both external and internal Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion Train customers, both external and internal, on the Overview system Track and manage development issues for both breaks and enhancements Interface with key internal users and all levels of the organization to understand and document development needs as well as to ensure client and corporate needs are met in a timely manner Assists with any potential projects or new implementations as required. Education Degree/Diploma: Area of Study: Bachelors General Studies Preferred

4 Required Skills and Experience To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Amount Type 2 years or more In a customer service role Preferred 2 years or more Experience working within a technical group Preferred 2 years or more Experience in the ticketing industry or operations Preferred Novice user Experience in Microsoft SQL Preferred Language Skills English Travel Expert (Speak, Read & Write) Required Availability to travel is required and may vary by season and activity level. International travel is also required. Employee must maintain a valid passport throughout their employment with the company. The estimated travel for this position is: approximately 10% or less per year Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; talk or hear; use hands and fingers, handle or feel objects, tools, or controls. Specific vision abilities required by this job include close vision. Additional Physical Requirements In addition to the information above, your job description may include the additional physical requirements: Sedentary work involves sitting most of the time

5 Exerting up to 10 pounds of force occasionally Long periods of standing Schedule Supervisor will dictate normal work hours. The schedule may vary based on client needs and schedules and activity level. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job, the noise level in the work environment is moderate. Employee Statement of Understanding I have read and understand the job description for my position. I am able to perform all of the essential functions of this position. I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor. As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with customers and fellow employees. Signature Employee Signature: Date: