Premier Helpdesk API Analyst

Job Description
Travel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.
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.

We're hiring right now for a
Helpdesk or API Analyst
Search for #Travelport on LinkedIn and hear from our amazing team.

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.

Could this be you?

• 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

Discover why our teams love working here:
We are a diverse and inclusive workforce that reflects the communities and customers we serve. We are dedicated to eliminating inequality and unconscious bias while providing a work environment where all employees can confidently and comfortably share their opinions and challenge the status quo.

Where do we start Our benefits package includes:
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.

Search for & #travelportGDL for our employee stories on LinkedIn

Your journey at Travelport starts here- apply now
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.