Collinson is a global leader in shaping and influencing customer behaviour to drive revenue and value for its clients. We provide unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services that increase customer engagement, loyalty and value.

Collinson has brought innovation to the market for over 25 years, from launching Priority Pass™, the first independent global VIP lounge access program, to being the first to sell direct travel insurance in the UK through Columbus Direct. Today, we continue to invest heavily in innovation to ensure that we deliver superior customer experiences.

We service over 800 clients in 170 countries, employ 2,000 staff in 28 global locations, and manage over 20 million end customers. Our industry and sector specialists provide market-leading experience across four core capabilities: Loyalty, Insurance, Assistance, and Lifestyle Benefits.

Collinson is the world-leading provider of lifestyle membership programs and travel enhancement products. With a tiered product range tailored to the needs of financial and other service providers, we help clients to differentiate their products, drive acquisition, optimise brand offerings and retain valuable customers globally.

Purpose of the job

Provide technical and administrative support for Collinson’s proprietary registration system across the Americas. This role ensures smooth operations for lounge partners by resolving technical issues, supporting system implementations, and maintaining a high standard of customer service.

Key Responsibilities

The ideal candidate must demonstrate the ability to:

• Provide first-level technical assistance for hardware and software issues, including mobile POS and card reader devices.
• Quickly comprehend existing tools, procedures and reporting processes;
• Configure and troubleshoot mobile point of sale and card reader devices;
• Resolve issues over the phone or via remote access in a timely manner and escalate them to senior team members (Tier II) when necessary;
• Work closely with partners to implement or upgrade the technology, train personnel, and communicate clearly and concisely how the installed system functions;
• Assist partners with technology implementation, upgrades, and training.
• Provide administrative support to the end-users, including but not limited to inquiries for supplies, hardware replacement, month-end packages coordination and escalation of monthly reconciliation issues; and
• Support the Operations Team in other special projects.

Knowledge, skills and experience required

• Bachelor’s Degree or equivalent business experience.
• Minimum of 1 to 3 years of technical and/or administrative support experience.
• Bilingual (English/Spanish). Fluency in reading and writing both languages is a plus.
• Experience in business solutions.
• Proficiency with Microsoft Office tools: Word, Excel, PowerPoint.
• Proficiency with Microsoft Windows OS.
• Proficiency with data analysis tools is a plus.
• Proficiency with Android OS.
• Basic networking skills.
• Excellent interpersonal, written, and oral communication skills.
• High standards of conduct and professionalism.
• Self-motivated and able to work with a team.
• Strong organizational, problem-solving, and analytical skills.
• Experience with multi-national, multi-cultural organizations is a plus.
• Customer Focus: Demonstrates empathy and professionalism when interacting with partners and end-users.
• Adaptability: Comfortable working in a fast-paced environment with changing priorities and technologies.
• Team Collaboration: Works effectively with cross-functional teams and contributes to a positive team culture.
• Attention to Detail: Ensures accuracy in documentation, troubleshooting, and reporting.
• Time Management: Manages multiple tasks efficiently and meets deadlines consistently.
• Initiative: Proactively identifies opportunities for improvement and takes ownership of tasks.
• Clear Communication: Explains technical concepts in a simple, understandable manner to non-technical users.

Likely current background:

• Working in a Technical or Administrative Support position supporting business solutions and end-users remotely.
• Comfortable working within a small team environment.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc.).