Technical escalation supportTECHSUPPORT

Purpose Statement
The Technical Escalation Support Staff is responsible for delivering specialised technical and functional services to customers and third-party products and applications.
Main Accountabilities
Troubleshooting technical and high-end functional issues
Manage and resolve escalated incidents within agreed time frames and processes to achieve client satisfaction
Act as an advocate to ensure customers' requirements and needs are represented within the Travelport business
Build and maintain close working relationships with third party customer suppliers
Installation and configuration of Travelport products to customers and colleagues
Contribute in "to market" activities for new and existing products to ensure seamless and effective deployment
Delivery of services in new business implementation specifically deployment and configuration of software and any other associated tasks
Special projects as required
Customer Management
Ownership of client issues to satisfactory level for all parties
Provision of all services required pre, during and post customer installations, relevant to the position
Timely and accurate updates to incident management tools and business systems i.e. ServiceNow
Delivering to agreed targets as defined by the Technical Services Manager
Delivering within agreed time frames and quality standards as defined in project criteria
Liaison with relevant key internal stakeholders to meet/manage all customer requirements
Escalation and prioritisation to Technical Services Manager where necessary
Business Success
Demonstration of commercial acumen
Promoting Travelport range of products and services
Working as part of both a local and remote team
Administration
Ensuring all internal business systems data is an accurate representation of customer, project or product status
Monitoring and updating all issues relating to a customer or product in appropriate system
Maintains total confidentiality when handling commercially sensitive information and never divulges confidential information inappropriately in accordance with the company's Code of Business Conduct & Ethics
Knowledge, Skills, Experience, Training, Education
Minimum 1 years customer service experience
Strong technical knowledge with at least 1 years IT support experience is a plus
Strong understanding of the Travelport product suite, desired
Experience supporting or working on mid back office or accounting software.
Experience/understanding of the Travel Industry is a plus
Experience working in a 'fee for service' environment
Context
It is essential that all activities be performed in a professional and timely manner as contact with customers in an increasingly competitive environment is crucial in maintaining the company's competitive advantage, and the support provided to customers must be a key differentiator.
Key Measures
Measures will be determined annually in accordance with the company's performance management process and may include the following objectives:
Customer problem resolution in a timely and efficient manner
Internal support and assistance to other internal client groups within the company
Customer installations completed in timely manner whilst maintaining extremely high quality of work.
Customer Satisfaction Survey results
Policies and Workplace Practices
All team members are required to acquaint themselves with the organisation's policies and procedures and to abide by them at all times. It is expected that at all times, employees will:
be respectful towards the organisation, colleagues, clients and the general public.
be cognizant with and uphold the objectives and philosophy of the company.
act collaboratively with all colleagues.
act in a safe and responsible manner at all times
TECHSUPPORT

Mandaue City, Cebu
₱15,000-25,000 per month
Permanent
Full-time