Support Analyst

4 days ago

Bengaluru, Karnataka, India Hotelhub Full time

Job Overview

We are looking for an enthusiast who can join our team as a Production Support Analyst to deliver outstanding incident management and corporate travel API support, ensuring a seamless experience for our hotel booking tool users.

Job Responsibilities:

Incident Management:

Monitor, analyze, and resolve Level 1 (Sev 1) incidents with urgency and precision.

Collaborate with technical teams to troubleshoot and resolve production issues effectively.

Client Support:

Engage with corporate travel agents via weekly calls to explain, analyze, and address production issues.

Provide guidance on the use of our hotel booking tool and API, ensuring clients have the resources needed for success.

Service Level Agreements (SLAs):

Manage SLAs diligently to ensure timely resolution of incidents and maintain high standards of service quality.

Track and report on incident metrics to identify trends and areas for improvement.

Documentation and Reporting:

Prepare and deliver presentations (PPT) for client meetings, showcasing findings and solutions.

Maintain comprehensive documentation of incidents, resolutions, and client interactions for reference and training purposes.

Collaboration:

Work closely with cross-functional teams to facilitate communication and ensure a cohesive approach to issue resolution.

Participate in continuous improvement initiatives to enhance the overall client experience.

Job-Related Knowledge & Skills

Strong analytical and problem-solving skills.

Proficiency in Microsoft Office Suite (especially PowerPoint).

Familiarity with incident management tools and methodologies.

Ability to build strong relationships with clients and team members.

Previous experience in production support, incident management, and corporate travel services is preferred but not mandatory.

Strong understanding of API functionality and hotel booking systems is a plus.

Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences.

Proven ability to manage multiple tasks, prioritize effectively, and work under pressure.

Travel industry experience is highly desirable.

Job Requirements:

Flexibility to work weekends and provide on-call support is required.

Our team operates 24/7, so hours may vary to meet our SLAs.

Qualifications:

Bachelor's degree or equivalent experience in a relevant

Freshers or candidates from other backgrounds with core customer engagement and success experience are encouraged to apply.

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Support Analyst

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Department:

Support Team

Location:

Bangalore

Experience:

Fresher - 3 years

Job Type:

Permanent

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