Product Support Engineer

hace 7 meses

San José, Costa Rica Travelopia A tiempo completo

**Product Support Engineer**:
Travelopia is headquartered in the UK and is one of the world’s leading specialist travel groups providing customers with unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailormade luxury holidays, yacht, and river boat charter holidays, educational and sporting based school trips, corporate hospitality, and sporting event fan travel.

We pride ourselves on being travel authorities. Owning the way when it comes to providing outstanding travel experiences, our brands offer the world’s best polar expeditions, wildlife safaris, cultural tours, yachting adventures and more.

Our ambition is to build the world’s leading experiential travel company. With over 2000 colleagues across 30 countries worldwide, we are working together to achieve this by sharing our knowledge, expertise and standard processes to stay at the forefront of the travel industry.

**The role**:
As a Product Support Engineer at Travelopia, you will play a crucial role in ensuring our customers receive exceptional support experiences. You will be responsible for providing L1 support and meticulously triaging reported issues. Collaborating closely with our development and QA teams, you will chip in to the continuous improvement of our products and services. This role offers an exciting opportunity to work in a dynamic environment, support brand new travel technology, and directly impact customer satisfaction. What you’ll be doing:

- L1 Support
- Triage and categorize customer-reported issues, ensuring accurate classification and prioritization.
- Resolve customer problems efficiently, meeting defined Service Level Agreements (SLAs) and ensuring high customer satisfaction.
- Issue Triage and Collaboration
- Investigate reported issues thoroughly, capturing crucial details for effective partner concern and resolution.
- Collaborate closely with development and QA teams to reproduce reported problems, facilitating faster resolution and issue closure.
- Maintain comprehensive records of reported issues, their status, and resolutions, ensuring a knowledge base for future reference.
- Customer Communication
- Communicate technical information and solve steps clearly and concisely to customers.
- Educate customers on product features, usage standard methodologies, and self-help resources to enhance their experience.
- Ensure a positive customer interaction by demonstrating emotional intelligence, perseverance, and professionalism.
- Process Improvement
- Identify recurring issues and proactively work with the development team to implement permanent solutions, giving to product stability.
- Chip in to the enhancement of support processes, documentation, and knowledge base, optimizing efficiency and customer satisfaction.
- Stay updated with product updates and new features to deliver accurate and up-to-date information to customers. What we are looking for: Technical skills:

- Solid understanding of travel technology products and services.
- Experience with ticketing systems and support tools. Communication Abilities:

- Exceptional written and verbal communication skills, with the ability to convey technical concepts clearly to both technical and non-technical users. Problem Solving Skills:

- Analytical attitude with the ability to diagnose and resolve technical issues efficiently.
- Attention to detail and a proactive approach to problem-solving. Customer Focus:

- Customer-centric attitude with a passion for delivering outstanding support experiences.
- Emotional intelligence and perseverance in handling customer queries and concerns. Team Collaboration:

- Ability to collaborate effectively within multi-functional teams, fostering a collaborative work environment.
- Willingness to share knowledge and supply to team success. Adaptability:

- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Eagerness to learn new technologies and tools as needed to support evolving products. Minimum education

**Working with us**:
Operating across the globe including Europe, Australia, North America, and Southeast Asia, we’re passionate about being the best and pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Join us and in return you'll be rewarded with:

- Competitive salary
- Flexible working hours and a hybrid working model.
- Wider scope for learning, working with teams across the globe.
- Career progression opportunities

We believe people are happier and perform best when they are able to be their true self, and that teams with varied strengths deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can thrive. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

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