At a Glance
- 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.
- Other info: UK-based applicants only; direct applications preferred.
- 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.
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
Seniority level
Entry level
Employment type
Employment type
Full-time
Job function
Job function
Information TechnologyIndustries
IT Services and IT Consulting
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#J-18808-LjbffrTechnical Support Agent in Glasgow employer: Traveltek Ltd.
At Traveltek, we pride ourselves on being an exceptional employer that values innovation and collaboration. Our flexible remote working model allows you to balance your professional and personal life while contributing to a dynamic team dedicated to delivering outstanding customer service in the travel technology sector. With a strong focus on employee growth and development, we offer opportunities for continuous learning and the chance to work with cutting-edge AI tools, making this an ideal environment for those passionate about technology and travel.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Agent in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Traveltek Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Traveltek Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Agent in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Traveltek Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Traveltek Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Traveltek Ltd.!
How to prepare for a job interview at Traveltek Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
