Premier Helpdesk Analyst

2 meses atrás

Lisbon, 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.

• 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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