Travel Software Support Analyst

Serko is an NZX50, global business travel and expense company, with our headquarters based in Auckland, New Zealand. As the 2020 HI-Tech Company of the Year, we're a SaaS that is diverse, close-knit group where everyone's opinion matters. We're already the established leader in Australasia and revolutionizing the way people do business travel in the USA and Europe - and we're growing!

Our purpose is to "Bring People Together", coupled with a vision to "Create a Connected, Frictionless Travel Experience". While the world of business travel is changing, we're preparing companies for this with intelligent technology that helps them ensure the continued safety and wellbeing of their travelers.

Our mission is to "Build the World's Leading Business Travel Marketplace"! We're backed by the likes of Booking.com and there is an exciting road ahead of us at a time where travel needs real, impactful change. We're hiring people from different backgrounds, experiences, abilities, and perspectives to help us build a world-class team and product.h

Requirements

This is a fast paced, challenging yet also exciting role where you'll be adding real value to the client experience as well as being able to grow your skill set in the tech world.

This role is providing Functional and Technical Support to existing clients in relation to maintenance, installation, use and repair of organisational products and for promoting customer satisfaction by managing the relationship with clients.

What you will be doing

• Managing client issues via our issue tracking systems, email, and telephone, you will play a key role in Serko
• Helping solve client problems by creating solutions to product/application client problems and queries.
• Furthering Serko Global Support's relationships with our clients by "going the extra mile"; being responsive and effective in your communication and adhering to SLAs.
• Collaborating with the rest of the Serko team by identifying and escalating more complex issues and working with the wider business to get them resolved.
• Providing basic technical support from a remote location either by telephone or email.
• Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products and keeping Management aware of potential areas for product, services and education sales.
• Identifying more complex technical issues for escalation and effectively using the pre-established escalation process.
• Resolving client problems and queries in an effective and timely manner - updating clients on progress during problem resolution.
• Continually learning, developing and maintaining knowledge and skill in order to be able to create solutions to technical/application client problems and queries.

What you will bring

• You love getting to the bottom of things and have a proven flair for problem solving - You have extensive proven ability in effectively troubleshooting problems and testing solutions. You know how to plan and carry out an investigation into a given problem.
• You have a strong customer service orientation - A lot of people say they have this, but you live and breathe it. You love going out of your way to ensure a customer receives the best possible service from you and your organisation. You grasp the difference between good customer service and superior customer service
• You're a communicator - Most of our customer interactions are in writing rather than verbal, so you need to have the ability to "translate" technical terms into clear customer-oriented language when writing. You're also able to quickly grasp the nub of complex issues presented by clients. You are able to communicate with both end-users and technical people and act as a go-between.
• You like dotting i's and crossing t's - You have a high attention to detail and quality and take genuine pride in the work that you do.
• You will have previous experience in the Travel industry or worked in Travel Management Company before and had experience in using Serko/Zeno/other online booking tools is an advantage.
• You will have experience working on a GDS - Sabre, Amadeus, Travelport etc.
• You understand why you do the work you do and what value it brings to Serko - You have a curiosity about the wider business in which you work and a desire to contribute to the company's growth.
• Experience in using Jira is highly desirable.
• You demonstrate desire for personal growth, autonomy and for continuous learning

Benefits

Serko's people are rewarded for their efforts with a great salary, competitive benefits, flexible remote working, and awesome offices with games, exceptional coffee, snacks, and a great social atmosphere. Our environment is upbeat, energetic and fun - and we look for people to add to our culture, not just fit our culture. We value people who have personal integrity, are adaptable, and are courageous with what they do. The pace is energetic, and Serko's people work collaboratively with energy and enthusiasm - so you'll want to be up for the ride. If you're up for the challenge during these unprecedented times, and are excited about joining our team, then we would love to hear from you!

To find out more about working at Serko go to http://www.serko.com/about-serko/