Product Support Specialist

hace 1 semana

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

Role Overview

As a Product Support Engineer at Travelopia, you will play a pivotal role in delivering exceptional support experiences to our customers. Your primary responsibility will be to provide Level 1 support, meticulously triaging reported issues and collaborating closely with our development and QA teams to ensure the continuous improvement of our products and services.

Key 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 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.
  • Identify recurring issues and proactively work with the development team to implement permanent solutions, contributing to product stability.
  • Enhance 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.

Requirements

  • Solid understanding of travel technology products and services.
  • Experience with ticketing systems and support tools.
  • Exceptional written and verbal communication skills, with the ability to convey technical concepts clearly to both technical and non-technical users.
  • Analytical attitude with the ability to diagnose and resolve technical issues efficiently.
  • Attention to detail and a proactive approach to problem-solving.
  • Customer-centric attitude with a passion for delivering outstanding support experiences.
  • Emotional intelligence and perseverance in handling customer queries and concerns.
  • Ability to collaborate effectively within multi-functional teams, fostering a collaborative work environment.
  • Will to share knowledge and contribute to team success.
  • 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.

What We Offer

  • 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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