Technical Support Specialist

1 week ago

Delhi, Delhi, India Zenith Leisure Holidays Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Role
We are looking for a proactive and customer-focused Technical Support Executive to support our Travel Application, which operates in B2C, B2B, and B2E modes. The ideal candidate will handle user queries (calls & emails), troubleshoot functional/technical issues, coordinate with vendors and development teams, and ensure timely resolution.

Key Responsibilities
· Handle customer support queries via phone, email, or ticketing system for Flight, Hotel, and Holiday modules.

· Provide first-level troubleshooting and resolve user issues independently whenever possible.

· Escalate complex issues to vendors, product teams, or developers with detailed documentation.

· Coordinate with external travel suppliers, GDS partners, and service vendors for issue resolution.

· Track open issues and ensure timely closure with proper communication to the user.

· Maintain logs of issues, resolutions, and follow-up actions for reporting.

· Assist in testing and validating issues reported in production.

· Provide basic product training or guidance to users if required.

· Ensure high-quality customer service and maintain SLA compliance.

Required Skills & Qualifications
· 1–2 years of experience in the travel industry (Flight / Hotel / Holidays mandatory).

· Strong understanding of booking flows, PNR operations, cancellations, refunds, and supplier APIs.

· Good knowledge of B2C, B2B, and B2E travel portal workflows.

· Basic technical skills: trouble logging, browser debugging, error tracking, API/response understanding (preferred).

· Excellent communication skills (English & Hindi).

· Ability to manage pressure, multitask, and handle customers professionally.

· Strong coordination skills with cross-functional teams (vendors, developers, product teams).

· Problem-solving mindset with ownership of tasks.

Good to Have
· Experience with Amadeus, Sabre, Galileo, or API-based booking engines.

· Understanding of CRM or ticketing tools (Freshdesk, Zoho Desk, Jira, etc.).

· Basic SQL knowledge or ability to read logs.

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