Customer Support Analyst
S
Sales ConsultingTravel Technology
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- German and English
- Experience
- At least 2 years
- Required Skills
- Customer support
Requirements
- Advanced German and English skills are required.
- At least 2 years of experience within a travel agency, tour operator, or airline environment.
- Previous experience working with GDS systems is required.
- Galileo GDS experience is preferred.
- Knowledge of other GDS platforms will be considered.
- Experience with CETS or other leisure travel tools is an advantage.
- Strong customer relationship skills, with a collaborative, consultative, reliable, and empathetic approach.
- Excellent communication skills.
- Strong team-oriented mindset.
Responsibilities
- Provide Helpdesk support across the company’s full product range, covering both functional and technical issues through multiple channels, including phone, web, chat, and email.
- Identify and troubleshoot reported issues to minimize customer impact, resolving them directly whenever possible or escalating them to the appropriate service provider.
- Follow established resolution and escalation timelines while continuously developing your product and application knowledge.
- Log, monitor, and track incidents through the internal Incident Management System, ensuring customers receive accurate updates through to resolution.
- Take ownership of customer issues and ensure all interactions are handled promptly, professionally, and in line with internal procedures.
- Support customers in using available self-service tools and resources whenever appropriate.
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