Customer Service Excellence Specialist
2 weeks ago
About the Role:
">We are looking for a highly skilled and motivated professional to join our team as an Application Support Engineer. As a key member of our support team, you will play a vital role in providing exceptional service to our customers and partners.
Key Responsibilities:
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- Resolve complex issues and escalations from our Tier 1 team">
- Identify customer needs, research each issue, provide solutions, and ensure customer needs have been completely met">
- Provide technical support to strategic customers and partners, ranging from experienced developers to non-technical executives">
- Determine root cause of bugs, failures, and issues">
- Deliver analysis to leadership and engineering as needed">
- Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering">
- Translate and distill complex technical analyses into customer-friendly explanations">
- Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds as necessary">
- Work side-by-side with Customer Success Managers and Travel Operations to ensure high-level of customer satisfaction">
Requirements:
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- High level of English proficiency">
- 3+ years of experience in a customer-facing support function">
- Experienced in at least one programming language, preferably solid knowledge about web technologies like HTML/CSS">
- Experience troubleshooting issues related to SSO, user provisioning via SFTP and API, and systems integrations">
- Ideal experience gained with database systems or SQL">
- Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including log data to troubleshoot issues">
- Experience with major Cloud Platforms such as AWS">
- Goal-oriented, independent and structured approach to analysis and solution of complex problems in virtual and cloud-based environments">
- Must be customer service oriented, empathetic, responsive, patient, and conscientious">
- Excellent interpersonal skills and ability to build relationships with the team and with customers">
- Familiarity with corporate travel management solutions and/or related back-end systems is preferred">
Benefits:
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- Equity in the form of stock options provides partial ownership in the company so you can share in the success as it grows">
- Comprehensive benefit plans covering medical, spouse, children and parents, free doctor consultations, employee assistance program effective on hire date">
- 18 Privilege leaves, 12 casual/sick leave days per year, 12 company holidays, 4 company recharge/wellness days, end of year company shutdown">
- Up to 26 weeks of Parental Leave">
- Monthly cell phone/internet stipend">
- Meal allowance">
- Wellness/Gym Reimbursement">
- Relocation assistance to new joiners">
- Employee retirement planning such as corporate NPS and EPF">
What We Offer:
">We strive to offer fair, industry-competitive and equitable compensation. Our market-based compensation approach uses data from trusted third party sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position's compensation range based on their skills, experience, qualifications, and other job-related specifications.
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