Premier Helpdesk Analyst

3 semanas atrás

Lisboa, Portugal Travelport Tempo inteiro

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.
- 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.
- 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.

Interested? We’d love for you to get in touch*

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