Premier Helpdesk Analyst
1 semana atrás
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.
- 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)
- 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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