Technical Support Officer

von: Scenic Tours Europe AG | Ort: Zug
N: ScenicToursEuropeAG

The role will be based in Zug (Switzerland) and is reporting to the Applications Manager.

Responsibilities

  • Respond to and resolve Level 1 and Level 2 support tickets within agreed SLAs, ensuring minimal impact on business operations.
  • Accurately document all support activities, including troubleshooting steps and solutions, in the Helpdesk system.
  • Proactively manage Online Trade Partner (OTP) requests, ensuring all partner inquiries are addressed and their onboarding process progresses smoothly.
  • Achieve successful API integrations for new partners within agreed timelines, enabling direct bookings into ExpressBook.
  • Maintain clear and proactive communication with OTPs, providing timely updates and support throughout the integration process.
  • Maintain a high standard of customer service, ensuring positive interactions with users and partners.
  • Exhibit a professional and approachable demeanor in all communications, demonstrating empathy and understanding of user needs.
  • Collaborate effectively with the development team and other internal stakeholders to resolve Level 3 issues and implement solutions.
  • Identify recurring issues and suggest improvements to application functionality, support processes, or user training to prevent future occurrences.
  • Stay updated on changes to in-house applications and support processes, ensuring readiness to assist users with new features or updates.
  • Maintain up-to-date and comprehensive documentation of support processes, troubleshooting guides, and OTP program procedures.
  • Provide regular reports on support activities, OTP program status, and key performance metrics to the Applications Manager.
  • Follow all company policies and procedures, including those related to data privacy, security, and user support protocols.

 

Skills & Qualifications 

  • Strong understanding of APIs, particularly REST and/or SOAP protocols. Experience with API tools such as Postman is preferred.
  • Ability to troubleshoot and resolve technical issues, both independently and collaboratively with development teams.
  • Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
  • 3+ years of experience in a technical support, integration specialist, or technical account management role, preferably in the travel, hospitality, or technology sector.
  • A customer-first attitude with a passion for providing top-tier service to partners.
  • Ability to manage multiple tasks and projects simultaneously with attention to detail and accuracy.
  • Collaborative approach to problem-solving, with the ability to work across departments to achieve goals.
  • Willingness to work occasional after-hours or on-call shifts as needed to support critical application issues or project deadlines.
  • Ability to handle sensitive information with discretion and maintain confidentiality at all times.
  • Professional demeanor and a commitment to upholding the company’s values and standards in all interactions.
  • Fluent in English (German is a plus)

 

Attracted? We look forward to your full application. Follow the link to our recruitment site http://scenicglobal.applytojob.com to apply online.

We do not accept any agency resumes for this position.

 

Scenic Tours Europe AG, Dammstrasse 21, PO Box 7743, CH – 6302 Zug

N: ScenicToursEuropeAG

  • Zug

Webseite Scenic Tours Europe AG

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