Premier Helpdesk Analyst

1 semana atrás


Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro
col-wide

Job Description:
What does a great Premier Helpdesk Analyst do?

  • Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues.
  • Manage incidents from our omni-channel offerings that include but are not limited to; Phone, Web Submit, Chat and Email.
  • Identify and correctly troubleshoot all problems reported to minimize impact to customers.
  • Resolve problems reported by customers locally or refer to correct service provider for rapid resolution within the Travelport escalation procedures.
  • Adhere to resolution/escalation times to minimize the impact to 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/resolution.
  • 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, and accurately and within Travelport Policy.
Inbound Abandonment Rate (95% of calls offered to be answered)What we look for/who would prosper in this role?

  • At least 1 year experience within a Travel Agent, Airline or other GDS preferred, will consider other roles from within the Travel industry
  • Extensive GDS Knowledge – Galileo preferred but will consider other GDS
  • Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.
  • Advanced troubleshooting skills or the ability to acquire them quickly
  • Strong team player.
  • Positive and "can do" attitude
  • Organised and able to work independently and unsupervised
  • Commitment to follow publish processes and procedures
  • Feedback forms received (Less than 2% of total cases handled)
Our ambition is to hire for potential not just experience, and you're likely to succeed if you:

  • Are always ready to give it your all and deliver high quality work
  • Are excited to use your creativity and innovative thinking to try new things
  • Take responsibility and own your work
  • Are courageous and ambitious to challenge what's been done before
  • Have a great command of the English & Spanish.

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