Premier Helpdesk API Analyst

Overview

Travelport Makati, National Capital Region, Philippines

Join to apply for the Premier Helpdesk API Analyst role at Travelport.

Travelport is the brains behind lots of your travel bookings—plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it.

How you’ll make an impact

We are seeking an experienced Helpdesk or API Analyst with a proven track record in providing technical support and troubleshooting to end-users. Proficient in diagnosing and resolving complex technical issues with a focus on delivering exceptional customer service.

Your role in action

• Provide first level triage of functional, operational, procedural and technical expertise for Travelport API products and comprehensive Helpdesk support for the entire range of Travelport products, including API and Host, addressing both functional and technical issues.
• Diagnosing and troubleshooting reported issues promptly and accurately to minimize customer impact. Resolve customer-reported problems locally or escalate them to appropriate service providers, adhering strictly to Travelport's escalation procedures for swift resolution.
• Maintain an up to date understanding of operational and strategic API product support requirements. Manage incidents across multiple channels including Phone, Web Submit, Chat, and Email within our omni-channel framework.
• Maintain adherence to established resolution and escalation timelines, continually striving for enhanced performance. Expand expertise in Travelport applications to swiftly identify and resolve reported issues. Document incidents thoroughly in our Incident Management System and diligently monitor them through resolution or updates.
• Collaborate in identifying trends to improve overall customer satisfaction. Take ownership and demonstrate commitment to resolving issues for Travelport Customers. Ensure all interactions, whether calls or incidents, are handled promptly, courteously, and accurately in accordance with Travelport policies. Provide clear and detailed problem descriptions to facilitate efficient escalation to external suppliers or other teams. Proactively promoting Travelport's self-service options, including MyTravelport, to customers.

Qualifications

• Experience within Travel Agent, Airline, or Global Distribution System (GDS) sectors preferred; other relevant roles considered. Extensive knowledge of GDS systems or API, proficiency in Travelport+ is preferred; familiarity with other GDS platforms considered.
• Proven ability to build strong customer relationships through collaborative, consultative, reliable, and empathetic approaches. Advanced troubleshooting skills or rapid acquisition ability. Strong team player with a proactive, positive "can do" attitude. Highly organized, capable of independent and unsupervised work.
• Dedication to adhering to established processes and procedures.
• Fluent in both spoken and written English.

Benefits

Competitive salary, 18 days holiday that increases with years of service plus Christmas working days (office shutdown), hybrid working model, annual bonus (non-contractual), statutory sick pay, pension contribution and medical + dental insurance. We also offer new parent leave, life and accident insurance as well as an annual allowance for the purchase of medicines.

Location

Makati, National Capital Region, Philippines

Employment type

Full-time

Seniority level

Mid-Senior level

Job function

Information Technology

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.

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