Customer Support Analyst - NORAM

PREMIER HELPDESK ANALYST | PHILIPPINES

Travel obsessed? Big tech fan? Hey, you’re in good company. If you want to be part of the industry that makes the world go round, then look no further.

Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, long-awaited bucket list trip or that overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it.

We’re hiring right now for a Premier Helpdesk Analyst -English NORAM! Search for #Travelport on LinkedIn and hear from our amazing team.

How you’ll make an impact:

We're looking for GDS specialists to provide guidance and technical support to our frontline customer service across the full Travelport range.

Your role in action:

• Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues. Managing incidents from our omnichannel offerings that include but are not limited to; phone, web submit, chat and email.
• Identify and correctly troubleshoot all problems reported to minimize the impact on customers. Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within the Travelport escalation procedures.
• Adhere to resolution/escalation times to minimize the impact on our customers and continually strive for improved performance. Continuously increase Travelport application knowledge to rapidly identify and resolve problems reported.
• Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolutions. Assist with identifying trends that can be used to increase customer satisfaction.
Ownership and commitment to problem resolution for Premier customers. Ensure all calls/incidents are handled promptly, courteously, accurately, and within Travelport policy. Promote Travelport self-service options to customers including MyTravelport

Could this be you?

• At least 2 years of knowledge of working experience within a travel agency, tour operator or airline environment. GDS knowledge – Galileo GDS experience required. Candidates with experience in other GDS systems would also be considered.
• Experience with CETS or any other leisure tool is welcome but not required.
Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach. Strong team player with excellent English communication skills

Discover why our teams love working here:

We’re a diverse and inclusive workforce, representative of the communities and customers we serve. We’re committed to eliminating inequality and unconscious bias, and to providing a work environment where all employees can confidently, and comfortably, share their opinions and challenge the norms.

Where do we start? Our benefits package includes:

Competitive salary, 18 days holiday, hybrid working model, annual bonus (non-contractual), statutory sick pay, pension contribution and medical + dental insurance. We also offer new parent leave, life and accident insurance as well as an annual allowance for the purchase of medicines.

Search for #lifeattravelport for our employee stories on LinkedIn!

Your journey at Travelport starts here- apply now!

Our application process is quick, easy, and hassle-free — apply in just a few minutes!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.

If you are having any technical difficulties applying for this position, please email your CV and name of role for which you are applying to [email protected].