Senior Tech Support Specialist

Senior customer technical services specialist

Position Overview: We are seeking a dynamic and experienced Senior Customer Technical Services Specialist to join our team. The ideal candidate will play a critical role in ensuring customer satisfaction and technical issue resolution by providing advanced-level support for our product and services. Acting as a subject matter expert, this role is responsible for diagnosing complex technical problems relating to our software, guiding other team members and serving as a liaison between team and senior management. This role requires strong leadership skills, technical expertise, and excellent customer service skills.

Key Responsibilities:

• Provide technical support of the full Travelport product range.
• Support a team of technical support specialists, providing guidance where necessary
• Work with the Team Leaders and Customer Technical Services Manager to understand team goals and objectives and monitor performance against targets.
• Act as a technical escalation point for complex customer issues, ensuring prompt and effective resolution.
• Collaborate with cross-functional teams, including Commercial, Product Development and GCE, to address customer needs and improve service delivery.
• Assist with the development and implementation of strategies to enhance customer satisfaction and loyalty.
• Work with Team Leaders to analyze team performance metrics and assist with the implementation of continuous improvement initiatives.
• Stay updated on industry trends and best practices in customer support and technical services.
• Manage incidents from all channels including but not limited to; Phone, Web Submit, Chat, and Email.
• Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference.
• Promote Travelport self-service options to customers including MyTravelport.
• Coordinate resources in the Technical Services team to ensure coverage and appropriate handling of all Cases, Incidents, Catalog Tasks.
• Attend regular team meetings and provide input into performance reviews, and training sessions to enhance team capabilities.

Who we are looking for in this role:

• Proven experience in a technical support role, time in a leadership or supervisory position is preferred but not essential.
• An indidivudal who can foster a positive and collaborative team environment, promoting a culture of excellence and accountability.
• Fluent English (spoken and written) skills required.
• Ability to develop strong customer and internal relationships through a collaborative, consultative, reliable, and empathetic approach.
• Strong team player
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Ability to work under pressure and manage multiple priorities effectively.
• Someone with the ability to collaborate effectively across cultures and geographical regions.

KPIs:

• Maintain monthly team CSAT rating of 4.7/5
• Achieve a response time within 4 business hours for 100% of all cases handled by the team.
• Close 80% of all cases handled by the team within 24 business hours.

Why Join Us: Joining Travelport means being part of a team that values innovation, collaboration, and continuous improvement. You will have the opportunity to make a significant impact by driving process improvements and managing strategic projects that contribute to our overall success and growth in the travel technology sector. We offer competitive compensation, comprehensive benefits, and a supportive work environment where your ideas are encouraged, and your contributions recognized.

Travelport is an equal opportunity employer and values diversity in the workplace.