Senior Support Analyst - with GDS Experience

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world's leading business travel marketplace We are proud to be an equal opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact.

Requirements

GetThere is a multi-GDS online booking tool that powers travel sites for thousands of corporations worldwide. We are hiring a Senior Support Analyst to join our team in Dallas, this team is responsible for answering the day-to-day cases of GetThere customer sites. The successful candidate will be working cases from product support queue.

Managing client issues via our issue tracking systems, email, and telephone, you will play a key role in the Serko team by:

• Helping solve client problems by creating solutions to product/application client problems and queries.
• Furthering Serko Global Support's relationships with our clients by "going the extra mile"; being responsive and effective in your communication and adhering to SLAs.
• Collaborating with the rest of the Serko team by identifying and escalating more complex issues and working with the wider business to get them resolved.

Escalating process or project improvements to relevant parties within the organisation to enhance the current use of products or reduce incoming call volume and keeping Management aware of potential areas for product, services and education sales.

Assist with issue and product release testing as and when needed.

• You love getting to the bottom of things and have a proven flair for problem-solving - You have extensive proven ability in effectively troubleshooting problems and testing solutions. You know how to plan and carry out an investigation into a given problem.
• You have a strong customer service orientation A lot of people say they have this, but you live and breathe it. You love going out of your way to ensure a customer receives the best possible service from you and your organisation. You grasp the difference between good customer service and superior customer service
• You're a communicator - Most of our customer interactions are in writing rather than verbal, so you need to have the ability to "translate" technical terms into clear customer-oriented language when writing. You're also able to quickly grasp the nub of complex issues presented by clients. You are able to communicate with both end-users and technical people and act as a go-between.
• Strong Travel industry GDS knowledge.
• Previous experience troubleshooting the GetThere tool and functional experience implementing and supporting corporate online travel websites is preferred.

Benefits

At Serko we aim to create a place where people can come and do their best work. Offering competitive benefits that support you as an individual.

Some of the benefits we offer at Serko are:

• A competitive base salary and discretionary incentive plan based on individual and company performance
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your own career pathways

Apply:

Hit the 'apply' button now, or explore more about what it's like to work at Serko and all our global opportunities at www.serko.com/careers.