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- Tasks: Help customers solve technical issues and provide top-notch support.
- Company: Join Traveltek, a leading tech provider in the travel industry with over 25 years of experience.
- Benefits: Enjoy flexible remote work options and a supportive team culture.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction.
- Qualifications: No prior experience needed; just a passion for tech and problem-solving.
- Other info: UK-based applicants only; direct applications preferred.
The predicted salary is between 30000 - 42000 £ per year.
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Overview
The role of Technical Support Agent plays a pivotal role in ensuring top-tier customer service and resolution of technical issues. Collaborating closely with other cross-functional teams, you will investigate and resolve diverse customer problems, ranging from API related issues to application configuration and user-based issues. Your proactive communication through our industry-standard service desk portal will be integral to maintaining our high service level agreements (SLAs) while consistently delivering exceptional customer experiences.
The ideal candidate will bring a genuine passion for delivering unparalleled customer service, complemented by a robust skill set encompassing exceptional communication, technical proficiency in API troubleshooting, and a relentless commitment to problem-solving. Our preferred candidate will also be familiar with AI tools and prompting techniques, with hands-on experience preferred.
Key Responsibilities
Key responsibilities of the role include:
- Investigate and resolve a broad spectrum of technical issues reported by customers, including API-related problems (by inspecting XML and JSON requests and responses), application configuration challenges, and user-specific issues, ensuring timely and effective solutions.
- Work closely with cross-functional teams to gather necessary information, troubleshoot complex issues, and communicate effectively to provide comprehensive resolutions through the Jira Service Management portal.
- Maintain and exceed service level agreements by promptly addressing customer issues, prioritising tasks based on urgency and impact, and ensuring that resolution times meet or exceed established benchmarks.
- Cultivate strong customer relationships through clear, empathetic, and proactive communication, guiding them through issue resolution processes and ensuring a positive customer experience at all touchpoints.
- Develop and maintain in-depth knowledge of APIs, applications, and relevant technical domains to provide accurate and efficient support. Additionally, contribute to internal knowledge bases and share insights to facilitate team learning and growth.
- Provide guidance and support to customers on product features, functionalities, and best practices, ensuring they maximise the value from the products/services offered.
- Identify recurring issues or patterns and collaborate with relevant teams to implement proactive measures, such as process improvements, documentation enhancements, or system updates, aimed at reducing future customer issues.
Knowledge & Experience
Desired knowledge and experience for the role:
- Ability to troubleshoot technical issues comprehensively, from initial investigation, diagnosis, and either autonomously resolving the problem or effectively escalating it to a software engineer for prompt resolution.
- Strong understanding of API principles, experience in inspecting XML and JSON requests and responses to identify and resolve API-related issues.
- Experience working collaboratively with cross-functional teams to gather information and troubleshoot complex issues effectively.
- Demonstrated ability to guide customers through issue resolution processes, ensuring a positive experience throughout.
- Excellent communication abilities, including clear, empathetic, and proactive communication with customers at various levels of technical proficiency.
- Ability to identify recurring issues or patterns and collaborate with teams to implement proactive measures, such as process improvements, documentation enhancements, or system updates.
- Experience contributing to internal knowledge bases and fostering a culture of learning and growth within the team.
- Ability to contribute to a positive team culture and share knowledge to improve overall team performance.
- Familiarity with AI tools and prompting techniques, with hands-on experience preferred
About Traveltek
We love technology, and we love travel. We exist to make travel connectivity seamless. We started our roots in Glasgow over 25 years ago, and today we are a leading technology provider in the travel industry. We power small travel agents right up to the biggest names in the travel industry globally and have enjoyed significant success with new customer wins in recent years. We’re a UK-based team with a Head Office in Glasgow and embrace a flexible remote working model, with occasional travel to Glasgow as needed. Applicants must be UK-based and have the right to work in the UK.
Please note: we are only accepting direct applications for this role. Recruitment agencies need not get in touch.
Seniority level
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Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
IT Services and IT Consulting
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Technical Support Agent employer: Traveltek Ltd.
Contact Detail:
Traveltek Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Agent
✨Tip Number 1
Familiarise yourself with API principles and practice inspecting XML and JSON requests. This hands-on experience will not only boost your confidence but also demonstrate your technical proficiency during interviews.
✨Tip Number 2
Engage with online communities or forums related to technical support and API troubleshooting. Networking with professionals in the field can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've resolved technical issues in the past. Highlighting your problem-solving skills and customer service experience will make you stand out as a candidate.
✨Tip Number 4
Stay updated on the latest AI tools and prompting techniques. Being knowledgeable about these technologies will show your commitment to continuous learning and your ability to adapt in a tech-driven environment.
We think you need these skills to ace Technical Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Emphasise your skills in API troubleshooting, communication, and problem-solving, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and technology. Mention specific experiences where you successfully resolved technical issues or collaborated with teams to enhance customer satisfaction.
Showcase Technical Proficiency: Include examples of your familiarity with APIs, XML, and JSON in your application. If you have experience with AI tools, be sure to mention it, as this aligns with the company's preferences.
Highlight Communication Skills: Demonstrate your ability to communicate effectively with customers of varying technical proficiency. Use examples from past roles where you guided customers through complex issues, ensuring a positive experience.
How to prepare for a job interview at Traveltek Ltd.
✨Show Your Technical Skills
Be prepared to discuss your technical proficiency, especially in API troubleshooting. Familiarise yourself with XML and JSON requests and responses, as you may be asked to demonstrate your understanding of these concepts during the interview.
✨Communicate Clearly and Empathetically
Since the role involves guiding customers through technical issues, practice clear and empathetic communication. Think about how you would explain complex problems to someone with varying levels of technical knowledge.
✨Demonstrate Problem-Solving Abilities
Prepare examples of past experiences where you successfully resolved technical issues. Highlight your problem-solving process, from investigation to resolution, and how you collaborated with others to achieve results.
✨Familiarise Yourself with AI Tools
As familiarity with AI tools is preferred, do some research on relevant technologies and be ready to discuss how you have used or could use these tools to enhance customer support and improve processes.