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Customer Technical Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines TEK INFOTREE SDN BHD Full time ₱400,000 - ₱500,000 per year

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