Level 1 Support Specialist – Full Time – CBD Location


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.


  • 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.


Reference Number:

Posted: Wed 19 Aug 15

Note: This job advertisement is no longer active.

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