Technical Customer Support Agent

Responsibilities

• Handle incoming requests in English from partners and users regarding bookings, fraud and technical issues with efficiency and accuracy via our different support channels (email, live chat and phone.)
• Collaborate closely with our tech, product, retail, and finance teams to ensure seamless communication and resolution of partner inquiries.
• Drive process improvements and advocate for feature enhancements to streamline operations and boost efficiency.

Requirements

• Customer Service Experience: solid experience in Customer Service, ideally including technical support; familiarity with Live Chat and Phone support is a plus.
• Group Booking Coordination: hands‑on experience managing group bookings, including coordinating, quoting, and organizing travel requests for retailers from initial inquiry through confirmation and post‑booking changes.
• Technical Troubleshooting & Data Analysis: comfortable investigating technical issues by searching and interpreting logs, reading API request/response data, and writing SQL queries to independently answer partner questions and troubleshoot problems.
• Relationship Building & Communication: strong networking mindset with excellent collaboration and communication skills to build and maintain lasting partner relationships.
• Languages: fluent in English; German or Italian is considered a plus.
• Organization & Prioritization: highly organized and structured, with the ability to manage multiple initiatives, adapt to shifting priorities, and meet deadlines while maintaining attention to detail.