Customer Support Technical Specialist

hace 1 semana

San José, San José, Costa Rica Travelopia A tiempo completo

Travelopia is a leading global travel group providing customers with unique experiences across 30 countries worldwide. As a Product Support Engineer, you will play a crucial role in delivering exceptional support experiences to our customers.

The company prides itself on being travel authorities, owning the way when it comes to providing outstanding travel experiences. Our brands offer polar expeditions, wildlife safaris, cultural tours, and more.

We are ambitious about building the world's leading experiential travel company. With over 2000 colleagues, we work together to share knowledge, expertise, and standard processes to stay at the forefront of the travel industry.

The Role:

You will be responsible for providing L1 support, triaging reported issues, and collaborating with development and QA teams to improve products and services. This dynamic role offers an exciting opportunity to work with new travel technology and directly impact customer satisfaction.

Your Responsibilities:

  • 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.
  • 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.
  • Communicate technical information clearly and concisely to customers, educating them on product features, usage standard methodologies, and self-help resources.
  • Ensure positive customer interactions by demonstrating emotional intelligence, perseverance, and professionalism.
  • Identify recurring issues and proactively work with the development team to implement permanent solutions, improving product stability.
  • Contribute to the enhancement of support processes, documentation, and knowledge base, optimizing efficiency and customer satisfaction.

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, conveying 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.
  • Willingsness to share knowledge and contribute 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.

Estimated Salary Range: $60,000 - $80,000 per year

Benefits: Competitive salary, flexible working hours, hybrid working model, wider scope for learning, working with teams across the globe, career progression opportunities.

We believe people perform best when they can be their true selves, and that teams with varied strengths deliver better results. Together, we will cultivate a diverse, equitable, and inclusive environment where everyone can thrive.

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