Operations Helpdesk Associate

6 days ago


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

Helpdesk Coordinator

Job Type: Full Time

Location: Hybrid/Remote

Reporting to: Helpdesk Team Lead


COMPANY DESCRIPTION

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.

From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.

Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.

At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder's incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.

If you're passionate about travel and innovation, we invite you to be a part of our exciting journey

The Role:

The Helpdesk Coordinator is the first point of support and contact for Goway Staff to communicate their issue with the Reservation System and/or Client's documents. You will access the challenge reported, communicate with the Case owner for more information, troubleshoot and provide a solution or escalate it. You will have the opportunity to communicate with various teams at Goway, Product Managers, Reservations Managers, Accounts, Web, Air, etc to ensure the best possible resolution for the person that opened the Case.

Key Responsibilities:

  1. You will be responsible for assisting with all SalesForce Cases relating to your position
  2. Take ownership and action Salesforce Cases from Agents where they will be advising issues they are experiencing with iVector and advise solutions or escalate if required.
  3. Identify Loading errors when advised of issues via Salesforce cases and escalate those issues to Product Team Lead and Product Manager responsible for the Destination.
  4. Provide necessary information such as screenshots and explanations to the Team Lead when reporting a newly found bug needed to setup a Question Document
  5. Conduct troubleshooting for any system/technical issues
  6. Reports any technical issues encountered by the team to the Team Lead
  7. Liaise with the Team Lead/Senior Toronto associate on any critical issues
  8. Communication through multimedia - telephone, video conferencing in English for collaboration is required
    Required Skills and Qualifications:
  9. Strong organizational and problem-solving skills
  10. Excellent verbal & written English communication skills (Reading, Writing, Speaking)
  11. Highly detail-oriented with an ability to concentrate for an extended period of time
  12. Ability to know when to escalate an issues when it is beyond your current knowledge
  13. Excellent investigative skills for database/contract issues in an electronic format
  14. Excellent computer skills including proficiency in Microsoft SuiteAny other relevant skills
  15. Flexible and with the ability to multitask
  16. Ability to work to deadlines
  17. A team player
  18. Good interpersonal skills
  19. Excellent Math
  20. Previous experience with interpreting and loading contracts into a database is beneficial]
  21. Previous experience in the Travel Industry is beneficial
  22. Previous knowledge of iVector system is beneficial or any automated reservation system used in Travel Agencies The Goway Advantage:

    We're more than just a company—we're a close-knit family that values inclusivity, diversity, and innovation. Here, we don't just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.

    We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide RRSP employer matching and ongoing training to help you stay ahead in the industry. Our comprehensive health benefits package ensures you're well-supported, and we offer opportunities for discounted worldwide travel.

    You'll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.

    How to Apply:

    If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. All candidates will be afforded equal opportunity through the recruiting process. Please be advised only those candidates selected for interviews will be contacted. Let's grow together. Click Apply Now today


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