Product Analyst

Customer Support Specialist

Provide 1st level customer service and technical support via multiple channels.

Communicates effectively in written and spoken English with co-workers and customers worldwide.

Collaborate with advanced support teams, account managers, implementation, and development resources to meet customer expectations.

Ensure customer needs are met by evaluating issue impact and escalating when necessary.

Act as the lead interface with customers (internal and external) regarding product support.

Demonstrate a strong sense of urgency for sensitive issues.

Develop understanding of the user interfaces to investigate customer queries and issues.

Research and validate application, back-end or technical issues to aid customers in understanding product functionality and outputs.

Commit to delivering the highest level of customer service and satisfaction while demonstrating teamwork, interpersonal skills, and professionalism.

Hold scheduled calls with customers to review case status as needed.

Manage time effectively and prioritize tasks to balance daily responsibilities and technical development.

Engage in other potential work areas within the company as assigned.

Work Schedule

This position is a night-shift role within a 24/7 team environment, with rosters scheduled in advance.

Our Ideal Candidate Has:

Bachelor's degree or equivalent technical experience (required).

Airline Industry background (required).

XML/ SQL/ API/ Server/ Network skills (highly desired).

Experience with Salesforce or other CRM tools.

Professional fluency in written and spoken English.

Excellent telephone manners and customer service skills.

Excellent analytical mindset, strong troubleshooting skills and sense of urgency.

Good organizational abilities and readiness to support multiple.

Ability to perform efficiently under pressure and manage multiple tasks simultaneously.

Strong teamwork skills and proactive attitude.

Effective time management and priority setting skills.

Proficiency in managing complex and ambiguous matters.