The role
We are seeking a Level 1 Support Specialist to join our dedicated team that provides our clients with system support. Excellent customer service, troubleshooting / problem solving aptitude, attention to detail and an interest in using travel technology are key to being successful in this role.
Responsibilities
- Being the first point of contact for customers requiring product support through self logged and phone requests
- Strong problem solving skills to resolve the problem at first point of contact when possible
- Actioning of support queries in accordance with system and standard procedures adhering to specific service levels
- Contributing to and maintaining the knowledge base
- Escalation of queries to Level 2 that require further analysis
- Logging and maintaining accurate query classification
- Liaising with customers, other support specialists including Level 2, Support Centre Manager and internal departments to resolve issues and maintain client updates
Essential Skills and Experience
- You must have previous Travel Industry experience
- Proven customer service skills and demonstrated attention to detail
- Outstanding troubleshooting and problem solving skills
- Excellent written and verbal communication skills
- Knowledge of tramada® or other mid office system including GDS
- Travel Industry experience or 12 months experience in a similar role
Preferred Skills / Knowledge
- Back office system experience
- An understanding of accounting / bookkeeping principles
- Business Intelligence Reporting experience
- Knowledge of Online Booking Engines advantageous
- Completion of an HDI certified course or similar advantageous
To apply, please send your covering letter and C.V. to duncan@tramada.com