Offer summary

Qualifications:

Associate's degree or equivalent experience required., Minimum of 2 years relevant experience in a technical support role., Fluent in required languages with strong communication skills., Proven customer service experience and strong problem-solving abilities..

Key responsabilities:

Provide Level 2 technical support for applications and infrastructure services for clients.

Manage client inquiries and document incidents using an online case management tool.

Research and troubleshoot complex technical issues to diagnose and resolve them effectively.

Coordinate with various teams to ensure consistent communication regarding tool alerts and system outages.

Job description

Purpose Of The Role

With limited supervision, provides Level 2 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves more complex technical issues. Interacts and coordinates directly with CWT clients and multiple CWT teams. Completes a wide range of tasks, and has specialized knowledge in one to two CWT Product areas.

Main Responsibilities

Sabre and Amadeus skills required
OBT knowledge required
Provides timely responses to complex client technical issues that have been escalated from Level 1 support.
Manages client inquiries and accurately documents incidents via online case management tool, including accurately records time for client billing
Researches and troubleshoots to diagnose root cause and resolve issue quickly and effectively
Performs testing to ensure that solution was successful
Consistently responds to client inquiries within SLA targets
Supports special projects related to or impacting assigned online products/tools
Works with Global Incident Management, Product Marketing, and other teams to ensure consistent communication of tool alerts, slowness or system wide outages. Coordinates and performs testing of functionality, enhancements, and CWT process changes

Qualifications

Experience & education: