Tier 3 Technical Support for Travel Agents

  • BookingBuilder Technologies
  • **** ANYWHERE FROM NORTH AMERICA OR EUROPE ****
  • Oct 05, 2018
Full time Technical Support

Job Description

Tier 3 Support   ** Looking for candidates anywhere in North America or Europe.  This is a telecommuting, work from home, position **

BookingBuilder Technologies develops groundbreaking applications in the travel industry.  Our products are very popular, and we have a very strong commitment to customer service. 

We are looking for an outstanding Technical Support person with corporate travel agency experience.  

Tier 3 Tech Support person functions as the intermediary between the tier one tech support staff and the developers for all BookingBuilder software and applications.  This role is customer facing, and you will work towards resolution for escalated cases and calls from the Tier One/Two support teams. In addition to having travel agency experience and being technically adept, in this role you should have a keen eye for detail and possess excellent communication skills.  

You will need to have had experience writing in a scripting language(s), preferably VB6 (or similar).

 

Responsibilities:

  • Ensure excellent customer satisfaction
  • Take ownership of cases and provide best effort support, no matter the inquiry
  • Assist customers on technical issues via phone/email/screensharing
  • Respond appropriately to customer or internal issue escalations
  • Work with other tech support staff and software developers to resolve or properly close tickets
  • Manage an individual ticket queue and work your cases in a timely manner
  • Work flexible hours as required due to the global customer base
  • Create issue tickets (bug reports) for emerging issues
  • Create Knowledge Base documentation
  • Track down network and hardware issues such as proxy problems, device driver issues, virus scanner issues that are potentially causing problems that seem related to the software
  • Resolve installation and upgrade issues
  • Write VB scripts to enhance customer experience with our product
  • Collect logging information (e.g. hang and crash dumps) for use by the development team
  • You will, from time to time, be asked to assist in gathering and refining specifications and requirements based on product needs
  • Create and maintain software documentation where appropriate
  • Stay plugged into emerging technologies/industry trends and apply them into operations and activities
  • Follow the direction of management and provide feedback
  • Attend occasional staff meetings in different locations within the United States
  • All other tasks as assigned

We are looking for someone who has:

  • Proven work experience in the travel industry including experience with Sabre, Amadeus, and the Travelport GDSs.  Knowledge of graphical interfaces of these GDSs is a plus
  • Experience with BookingBuilder software preferred 
  • Supported customers with technical issues
  • Written scripts using a scripting language (not required but a huge plus)
  • Comfortable working remotely and with minimal supervision, and able to deliver timely solutions all the while keeping your focus for 40 hours a week  
  • Problem diagnosis and creative problem-solving skills
  • Strong organizational skills to juggle multiple tasks within the constraints of delivery timelines
  • Experience maintaining priorities based upon severity and urgency of customer issues, as well as internal needs as communicated by the leadership
  • Ability to work and thrive in a very busy customer support environment and learn rapidly
  • A personable, patient demeanor
  • Can provide professional references specifically related to corporate travel and technical proficiency 

We are a virtual company, so this is a work from home position.  There will be some travel required and, as such, we are looking for someone who resides in North America or Europe. You will be expected to work during U.S. East Coast business hours.

Please send us a detailed cover letter outlining your relevant experience, what skills related to this posting that you may be missing, and why you will be great for this job. 

GDS Required

GDS Knowledge

Salary Range

$55,000 - $65,000

Salary Frequency

Yearly

Email

jobs@bookingbuilder.com

Minimum Travel Experience Required

3-5

Manage Others?

No