Customer Support Agent

hace 6 horas

Palma, Baleares, España Mts Globe A tiempo completo

Axis Data

Axis Data S.L. is an international enterprise providing IT Services to MTS Globe and OTS Globe, which consist of Office Automation systems, Networking and Applications. Our mission statement is to provide innovative technology to the MTS Globe Group's 66 destination offices in 22 countries in and around the Mediterranean Sea, North Africa, the Black Sea, the Arabian Gulf, the Atlantic Ocean and the Gulf of Mexico. 6,3 million guests were managed through our systems in 2018. We provide excellent and highly automated integration to our customers (tour operators). MTS Globe, OTS Globe and Axis Data are determined to deliver a superior service to the end customer, travelling to one of our destinations. Axis Data operates in a flexible and dynamic environment, has a flat hierarchy and values initiative and pro-activity very highly. Flexibility, good team-work and excellent communication skills are requirements for any function.

Job description

For our Customer Support department we are seeking a Customer Support Agent. The Customer Support department manages incidences, questions and requirements from our Destination offices as well as from our end clients, Tour Operators. 

Responsibilities

  • Receive customer calls via mail of incidents for products and services, solve or escalate them accordingly to next level when necessary.
  • Ensure customer satisfaction through courteous and effective communication, problem solving and efficient processes.
  • Diagnose and resolve application issues.
  • Track issues escalated and follow up to keep clients/users informed.
  • Research and respond questions using available information resources (knowledgebase, other available tools).
  • Identify and escalate situations requiring urgent attention (2nd level).
  • Stay current with system information, changes and updates.
Requirements
  • Working knowledge of the travel industry essential, preferably hotel incoming business.
  • Customer service experience essential.
  • Experience with bug tracking systems, preferable but not essential.
  • Working experience as an IT trouble shooter in software applications, preferable but not essential.
  • Languages: English & Spanish (fluent written and spoken). Other languages are very welcome.
  • Knowledge of Microsoft Office Applications user level.
  • Outgoing personality to interact and work with colleagues.

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