Customer Support Specialist

Do you have experience in any Retail/Beverage, Customer Service, Support, or Hospitality industries? Or are you new college grad looking to join a rapidly growing travel tech company and want flexible hours? Consider yourself tech savvy and comfortable using apps, new gadgets, etc? Are you a people person and love to problem solve? If so, we’d love to talk to you! TripActions is looking to expand their Support team and and hiring for Customer Support Specialists – you’ll ensure our travelers are never stranded and always make it home to their loved ones. Join the best team in the industry which boasts a 97% satisfaction rating! We are having a Support recruiting event where you interview/meet/mingle with us, learn more about the role, and enjoy some h’orderves and drinks. The event will be held at on Thursday April 12th, from 5-8pm. Please send your resume for consideration and to RSVP.

ABOUT TRIPACTIONS

TripActions is a rapidly growing startup that reinvents one of the most used & hated processes in your workplace. We’re saving customers 30% on their travel budgets and incentivizing their employees along the way. With access to our massive, unbiased collection of consumer, direct, and corporate inventories for flights, hotels, and cars travelers never miss a beat. We are based in Palo Alto, CA and backed by Zeev Ventures, Lightspeed Ventures, and SGVC.

ABOUT THE ROLE

The hybrid position is part of a 24/7 dedicated support group working with our Global customers and agency support team, with the goal of delivering the best service levels for both tech and travel related support. This team member will contribute to the support environment by maintaining an organized workplace, follow office operating procedures, assist others when needed, keep current on systems enhancements and continuously promote and exhibit positive behavior both internally and externally.

RESPONSIBILITIES

Assist clients and support team members on any form of correspondence between customer and company to provide app and travel related support. Examples may include help in finding core problems with the app, airline assistance in finding efficient routes to secure the lowest available fares, changes to existing reservations and exchanging tickets, understanding travel products and general travel services in response to identified, specific client needs by effective use and knowledge of the airline industry, GDS and third party technology
Acts on customer requests including complex and lengthy specifications
Provides clients with accurate travel and tech related help for information to assist with any client initiated changes and unexpected situations
Ensures optimum customer service capabilities through the effective use of chat, email, phone systems and positive telephone service techniques
Understands systems and internal navigation
Collects data and feedback from customers to close the loop on potential app and customer issues
Escalates issues to Manager as needed to solve both travel and tech related problems
As part of a 24/7 support team, will be required to work nights/weekends/holidays as needed

QUALIFICATIONS

1-3 years experience in a tech support role or customer facing service role
Effective oral and written communication skills (must be able to speak English clearly.)
Proficient in providing travel related support solutions
Knowledgeable in geography, including expedient, cost effective and preferred travel routes
Positive attitude/team Player
Strong organizational skills and the ability to multi-task and prioritize in a fast-paced environment (chat/phone/email)
Solid CRM skills (answer chat/phones, ZENDESK maintain logs/records, and research information)
Good time management skills and proficient with numbers
Solid working knowledge of travel industry procedures

EMPLOYEE BENEFITS