For our Customer Support department we are seeking a Customer Support Agent. The Customer Support department manages incidences, questions and requirements from our Destination offices as well as from our end clients, Tour Operators.
Responsibilities
- Receive customer calls via mail of incidents for products and services, solve or escalate them accordingly to next level when necessary.
- Ensure customer satisfaction through courteous and effective communication, problem solving and efficient processes.
- Diagnose and resolve application issues.
- Track issues escalated and follow up to keep clients/users informed.
- Research and respond questions using available information resources (knowledgebase, other available tools).
- Identify and escalate situations requiring urgent attention (2nd level).
- Stay current with system information, changes and updates.
- Working knowledge of the travel industry essential, preferably hotel incoming business.
- Customer service experience essential.
- Experience with bug tracking systems, preferable but not essential.
- Working experience as an IT trouble shooter in software applications, preferable but not essential.
- Languages: English & Spanish (fluent written and spoken). Other languages are very welcome.
- Knowledge of Microsoft Office Applications user level.
- Outgoing personality to interact and work with colleagues.