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Level 1 Support Specialist – Full Time – CBD Location

Sydney

tramada® is Australia’s most widely used travel agency operating system. We are leading providers of technology to the travel industry, delivering innovative operational and reporting solutions for our clients in Australia & New Zealand.

The role

We are seeking a Level 1 Support Specialist to provide customer support for our product range including tramada®, tramada® connect BI and booking engine integrations. This is an ideal role if you are driven by providing solutions, are customer focused, enjoy working with technology and are an effective communicator.

Responsibilities

  • Delivering standards of excellence in customer service and attention to detail
  • Being the first point of contact for customers requiring product support through self-logged and phone contacts
  • Strong problem solving skills to resolve the problem at first point of contact when possible
  • Adhering to quality standards, processes and SLA’s
  • Contributing to and maintaining the knowledge base
  • Escalation of queries to Level 2 that require further analysis
  • Accurately maintain contact logging using JIRA
  • Liaising with customers, other support specialists including Level 2, Support Manager and internal departments to resolve issues

Essential Skills and Experience

  • Strong customer service skills
  • Excellent written and verbal communication with active listening skills
  • Outstanding troubleshooting and problem solving skills using mid office or similar
  • Travel Industry / Travel Agency experience or 12 months experience in a similar role

Preferred Skills / Knowledge

  • Back office system experience
  • Demonstrated experience in accounting / bookkeeping principles (preferably in Travel Agency practices)
  • Experience in using or supporting Business Intelligence Reporting
  • GDS Experience
  • Exposure to OBE’s (Online Booking Engines)
  • Completion of an HDAA / HDI certified course or similar advantageous

To apply, please send a covering letter and C.V.

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Reference Number:

Posted: Wed 19 Aug 15

Note: This job advertisement is no longer active.



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