Job Description

The Customer Support Analyst will join a global travel technology company and be integrated into its day-to-day customer support operations. The role will focus on assisting travel industry clients, resolving inquiries, and ensuring a smooth customer experience across the company’s platforms and solutions.

RESPONSABILITIES:

• Provide Helpdesk support across the company’s full product range, covering both functional and technical issues through multiple channels, including phone, web, chat, and email.

• Identify and troubleshoot reported issues to minimize customer impact, resolving them directly whenever possible or escalating them to the appropriate service provider.

• Follow established resolution and escalation timelines while continuously developing your product and application knowledge.

• Log, monitor, and track incidents through the internal Incident Management System, ensuring customers receive accurate updates through to resolution.

• Take ownership of customer issues and ensure all interactions are handled promptly, professionally, and in line with internal procedures.

• Support customers in using available self-service tools and resources whenever appropriate.

Could this be you?

• Advanced German and English skills are required.

• At least 2 years of experience within a travel agency, tour operator, or airline environment.

• Previous experience working with GDS systems is required. Galileo GDS experience is preferred, but candidates with knowledge of other GDS platforms will also be considered.

• Experience with CETS or other leisure travel tools is considered an advantage, but is not mandatory.

• Strong customer relationship skills, with a collaborative, consultative, reliable, and empathetic approach.

• Excellent communication skills and a strong team-oriented mindset.

• You will join a diverse and inclusive work environment that encourages open communication, collaboration, and employees to confidently share their ideas and perspectives.