Operations Helpdesk Associate

9 hours ago


Manila, National Capital Region, Philippines Goway Travel Limited Full time

Help Desk Coordinator role involves troubleshooting issues with the Reservation System, providing solutions, and escalating problems as necessary.

We're a global travel company with a strong foundation, continually innovating and investing in new technology. Our mission is to help clients realize their travel dreams.

As a Help Desk Coordinator, you will serve as the primary contact for Goway staff experiencing issues with the Reservation System. Your role involves assessing reported cases, gathering information from the case owners, troubleshooting problems, and either providing solutions or escalating issues as necessary.

Key Responsibilities:

  • Manage and address all Salesforce Cases related to your role.
  • Take ownership of Cases from agents, diagnosing issues and offering solutions or escalating when needed.
  • Identify loading errors reported via Cases and escalate them to the appropriate Product Team Lead or Product Manager.
  • Provide detailed information, including screenshots and explanations, to the Team Lead for reporting newly identified bugs.
  • Conduct troubleshooting for system and technical issues.
  • Collaborate with the Team Lead/Senior Toronto Associate on critical issues.
  • Utilize various communication methods, including phone and video conferencing, in English for effective collaboration.

Required Skills and Qualifications:

  • Travel Industry experience is highly required.
  • Exceptional verbal and written communication skills in English (reading, interpreting, writing, speaking).
  • Strong organizational and problem-solving skills.
  • Analytical mindset with the ability to follow established processes and procedures.
  • Detail-oriented with a capacity for sustained concentration.
  • Previous experience in the Tourism or Travel Industry is preferred.
  • Familiarity with Salesforce or other ticketing system.
  • Familiarity with the iVector system or other automated reservation systems used in travel agencies is a plus.
  • Ability to recognize when to escalate issues beyond your expertise.
  • Strong investigative skills for addressing database and contract issues in electronic formats.
  • Proficiency in Microsoft Suite and other computer applications.
  • Flexible, with the ability to multitask effectively.
  • Ability to meet deadlines and work collaboratively in a team environment.
  • Strong interpersonal skills and a cooperative team player.
  • Excellent math skills.
  • Experience in interpreting and loading contracts into a database is advantageous.

The Goway Advantage:

  • We're a close-knit family that values inclusivity, diversity, and innovation.
  • We offer a competitive salary with added support incentives.
  • We provide RRSP employer matching and ongoing training to help you stay ahead in the industry.
  • We offer comprehensive health benefits and opportunities for discounted worldwide travel.
  • We provide opportunities for growth and development within the company.


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