Job closed
Ref: QP272-10
Job description / Role
As First Level Support, you are the first responders for diverse IT queries. You will register and classify received incidents and undertake an immediate effort in order to restore a failed IT service as quickly as possible. You will keep users informed about their Incidents' status at agreed intervals.
Key Responsibilities:
• Provide a world class support experience for the customer base.
• Ensure a minimum of X% of calls are answered within X seconds, with less than a X% abandoned rate.
• Actively work towards service level agreements. Recognise that achieving service targets enhances the customer’s experience.
• Log all customer contacts in the reporting system and manage cases until they are fully resolved or successfully handed off to the Second Line Team (expert technical support), ensuring case closure targets are achieved.
• Support customers with diverse enquiries via phone and emails in line with the defined support process and provide quality information at all times.
• Gather from Customer all necessary information to gain a full understanding of the query to ultimately resolve their problem.
Requirements
Key Skills:
• Good business understanding of our Travel Industry
• Good knowledge functional and technical knowledge of DOTW Connect
• Good written and verbal communication skills
• Good Analytical skills
• Excellent listening skills
• Good interpersonal skills and the ability to establish and develop relationships
• Good presentation skills both in person and written
• Excellent customer interface skills-both on the phone and in person
• Ability to diagnose the cause of problems and to provide effective solutions quickly.
• Ability to organise and prioritise work in an effective manner
• Ability to work within a target orientated environment
• Ability to work under pressure
• Team player abilities
• Excellent keyboard skills
• Sound knowledge of MS Office desktop applications
Qualifications and Experience
• Bachelor's degree in computer science or similar.
• Ability to execute SQL Queries and analyse data.
• Knowledge of XML web services.
• Extensive experience of customer handling, people management and working within a helpdesk environment.
• Exposure to Computer programming is desirable, but not essential.
About the Company
Since the establishment of Destinations of the World in 1993, the company has consistently practiced trade neutrality and continues successfully to this day as a dedicated B2B travel industry wholesaler. Our core practices are focused on successfully connecting travel professionals around the globe, loyalty to our business customers, fair trading and being easy to do business with. These core practices are fully supported and disciplined by our pioneering technology and our dedicated team of professionals.
Twenty two years after we started in one country with a team of five, we now have offices in strategic locations around the world with over 300 multilingual professional staff. We have achieved this by continuous investment in people and technology. We have over 130,000 hotels in more than 10,000 destinations worldwide, which are accessed by travel agents, tour operators, OTA\\'s, airlines, wholesalers, customers of Travel Technology companies and GDS\\'s.
Key business growth plans during 2015 include increasing our customer distribution and products in Europe, Asia Pacific, the Americas and Africa.