We are now looking for a Technology Product Support to serve as a GDS, Operations, and Robotic product users’ point of contact. This includes overall responsibility to recover functional and technical incidents and requests; or escalate to higher level or third parties involved in the service provided.
Reporting to the Business System Manager, China and forming part of the wider technology team in Asia, there will be 2 key functions of the role:
GDS and Robotic Support
Use Travelsky and Robotic system to perform the client service, investigate, analyse, diagnose and recover issues.
Ascertaining and analysis the cause of problems to determine how these problems can be solved or be prevented from occurring
Break down problems or processes into their constituents parts, identify causes and effects patterns and analyse problem to arrive to an appropriate solution
Effectively provide GDS and Robotic customers with updates on the status of critical problems in order to keep them informed on the progress.
Administration and Management
Administer and coordinate with GDS, Operations and Robotics first level service desk to identify problem within a team
Point of contact and respond to GDS, Operations and Robotics and customer questions concerning the GDS and Robotic Products and Solutions (functionality, application, interactions between different solution components) to ensure highest customer satisfaction.
Acknowledge, investigate and recover incidents as quickly as possible within the service levels
Express ideas and opinions clearly, define messages and reach a common understanding of issues, addressing the audience effectively
Maintain Knowledge Solution database in Support Portal
Management of vendor/ partners to solve business initiatives or problem
What we are looking for:
IT Degree or Diploma with relevant work experience in the travel industry preferable as a GDS Support or Travel Consultant
Strong TravelSky and Robotic ticketing background
Experience in managing vendor relationships
Effective project management techniques; principles and practices of effective management and supervision
Ability to provide customers with a high level of continuous service and support
Establish and maintain cooperation, understanding, trust and credibility
Multitasking and respond to emergency situations effectively
A good team player who can engage in active listening as well as open communication and sharing of information that builds productive relationships with peers
Demonstrate good ownership for own performance, working with deadlines and milestones and ensuring all goals are met
Is this the opportunity you have been waiting for?
Apply now!
