Product Support Analyst

In the role of Travel Operations Product Support Analyst, you will be responsible but not limited to, for answering and triaging support cases raised by the internal and external customers of the Spotnana platform. From triaging to troubleshooting, you will be at the forefront of customer satisfaction. This role is essential in increasing Spotnana s capability to successfully deliver value across all of our markets globally during this period of fundamental growth.

What you ll own

• To be a founding member of the Spotnana Travel Operations Product Support team.
• Triage of tickets raised by customers, including reproducing errors, troubleshooting and prioritizing
• Respond to customers within the defined time frame (SLA s)
• Record, track, and document the helpdesk tickets using the required customer support software
• Troubleshoot issues that are raised by both internal and external customers
• Manage and maintain a prioritized list of features and issues raised by customers
• Act as a subject matter expert, and provide knowledge to our R&D team
• Work together with the Training Department on collateral to help support the continued growth and education of our users

Experience to bring with you

• A deep understanding of customer use cases and product capabilities. Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
• Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, on-line training tools, etc.
• Demonstrated the ability to lead by serving others, who is a perpetual learner, and who has the ability to continually motivate the team, enhance the company culture, and up level the CX organization
• Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• High energy, go-getter with fresh ideas who take the initiative to get things done
• Ability to adapt to new processes and experimentation with different approaches
• 10+ years of experience and knowledge within the corporate travel industry
• Excellent analytical and troubleshooting skills
• Strong customer service skills