Job Summary:

Job Title: Technical Support Analyst

Location: Work from Home

Department: Technical Support Analyst

Flexible:  Shifts

Qualifications:

  • ● Strong understanding of customer support environments, preferably in SaaS or travel tech.
  • ● 1-3 years of experience in technical support.
  • ● Solid technical knowledge of XMLs, APIs, and basic programming/scripting languages.
  • ● Familiarity with debugging tools, log analysis, and incident management systems.
  • ● Strong problem-solving and analytical skills, especially in troubleshooting application or integration issues.
  • ● Ability to multitask and prioritize tasks effectively in a high-pressure environment.
  • ● Experience in client communication, reporting, and managing small teams or support shifts.

Requirements

  • ●  Strong understanding of customer support environments.
  • ●  Experience in voice and backend support.
  • ● Technical knowledge of XML and basic programming languages.
  • ● Excellent communications and team player.
  • ● Experience in client handling, reporting and team managements.
  • ● Strong debugging and troubleshooting skills.

Roles and Responsibilities:

  • ● Provide first-level technical support to customers via calls, emails, and remote sessions.
  • ●  Identify, analyse, and resolve software, application, and system-related issues.
  • ● Escalate unresolved issues to relevant internal teams with detailed analysis and logs.
  • ● Monitor and respond to support tickets in a timely and efficient manner.
  • ●  Guide clients through problem-solving processes and deliver a high level of customer satisfaction.
  • ● Conduct root cause analysis and provide permanent solutions to recurring issues.
  • ● Prepare reports on common issues, trends, and performance metrics for management.
  • ●  Document troubleshooting steps, known errors, and standard procedures in the knowledge base.
  • ● Support data validation and minor configuration tasks as required.

If you're a bilingual sales professional with a travel background and a passion for customer engagement, we want to hear from you. Apply now and help us shape the future of travel.