Customer Technical Support Specialist

Job Title: Customer Technical Support Specialist

Budgeted Salary: PHP 600,000/year + 5% annual bonus (approximate PHP50,000 per month)

Location: Metro Manila, Philippines (Hybrid)

Industry: Global Travel Technology

Employment Type: Permanent, Full-Time

Company Overview

We're a global travel technology company that powers bookings worldwide — from flights and hotels to car rentals. Our platforms simplify the travel experience, and we're looking for motivated specialists to deliver high-quality technical support to our customers across the globe.

Role Summary

As a Customer Technical Support Specialist, you'll be part of the frontline technical support team for Travelport. You will handle incidents across multiple channels, troubleshoot issues, and collaborate with cross-functional teams to deliver exceptional service for our customers, with a strong focus on GDS platforms.

Key Responsibilities

Customer & Technical Support

• Provide functional and technical support across the full Travelport product range.
• Manage incidents through all support channels (phone, web submit, chat, email).
• Troubleshoot customer-reported problems; resolve locally or escalate for rapid resolution.
• Provide clear, accurate problem descriptions for referral to suppliers or other teams.
• Promote Travelport self-service solutions, including MyTravelport.

Collaboration & Performance

• Work with Team Leaders and the Customer Technical Services Manager to set clear goals and track performance against targets.
• Collaborate with cross-functional teams (Commercial, Product Development, GCE) to address customer needs.
• Attend regular team meetings, reviews, and training sessions to enhance technical and customer service skills.

Customer Experience & Quality

• Identify recurring issues and recommend solutions to improve customer satisfaction.
• Contribute to strategies that enhance customer loyalty.
• Deliver service excellence by maintaining professionalism, empathy, and reliability in all interactions.

Candidate Profile

• Experience: Minimum 2 years in a technical support role, preferably within a Travel Agency, Airline, or GDS environment.
• Technical Skills: Strong GDS knowledge is required — Galileo preferred; experience with Apollo, Worldspan, Sabre, or Amadeus also considered.
• Education: Diploma or Bachelor's degree in IT, Computer Science, Travel & Tourism, or related field.
• Good communication skills inspoken and written.

Soft Skills:

• Strong problem-solving and troubleshooting abilities.
• Collaborative, consultative, and empathetic approach to customer relationships.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and perform well under pressure.
• Comfortable working across cultures and regions.

Key Performance Indicators (KPIs)

• Maintain a monthly CSAT rating of 4.7/5.
• Respond to 100% of cases within 4 business hours.
• Close at least 80% of cases within 24 business hours.

Perks & Benefits (Philippines package – standard)

Work Model

• Hybrid with global agile working policy.
• Full-time: 40 hours/week.

Compensation

• 14th per year:
• 12th month salaries (paid in 2 instalments each month).
• 13th month in November (pro-rated if < 1 year service).
• 14th month in May (pro-rated for incomplete year, based on June 1 – May 31).
• Bonus Program: 5% annual performance bonus.

Leave & Time Off

• Holiday Leave: 18 days annually (increases with length of service; must be taken by 31 Dec or forfeited).
• Sick Leave: Equal to holiday leave, accrues up to a maximum of 130 working days.
• Other Leave: As per statutory requirements.

Probation & Notice

• Probation period: 6 months (extendable by 3 months).
• Notice period: As per company policy.

Insurance & Health

• Group Term Life – all permanent employees upon joining.
• Group Personal Accident – all permanent employees upon joining.
• Group Medical, Hospital & Dental – all permanent employees covered
• Php 4,000 per year (for employee) for prescribed medicines reimbursement.
• Global business travel insurance.

Pension

• Enrolled in the Galileo Asia LLC (Philippines Branch) Pension Scheme.

Other Benefits

• Monthly allowance via benefits platform (meal vouchers, gift cards, training, travel discounts).
• Travel expenses reimbursed (meals/per diem for business travel).
• Mobile phone (role-dependent).

Work-Life Balance

• Paid leave plus additional company-wide holiday shutdown days.

Job Types: Full-time, Permanent

Pay: Php40, Php50,000.00 per month

Benefits:

• Opportunities for promotion

Application Question(s):

• Are you able to travel to work in Metro Manila, Philippines? [Hybrid mode]
• Are you comfortable with the job scopes of Customer Technical Support Specialist?
• What is your English proficiency, kindly rate yourself (1-lowest, 10-highest)?
• What is your average current salary & expected salary in PHP per month?

Education:

• Bachelor's (Preferred)

Experience:

• technical support role: 2 years (Preferred)
• Travel, tour, airline industry or GDS working: 2 years (Preferred)

Work Location: In person