Customer Technical Support Specialist

You can reach me on WhatsApp: +34 657 39 15 82 or email: Sweety@infotreeservice.comPosition Overview: We are seeking a dynamic and experienced Senior Customer Technical Services Specialist to join our team. The ideal candidate will play a critical role in ensuring customer satisfaction and technical issue resolution by providing advanced-level support for our product and services. Acting as a subject matter expert, this role is responsible for diagnosing complex technical problems relating to our software, guiding other team members and serving as a liaison between team and senior management. This role requires strong leadership skills, technical expertise, and excellent customer service skills.Key Responsibilities:Provide technical support of the full Travelport product range.Support a team of technical support specialists, providing guidance where necessaryWork with the Team Leaders and Customer Technical Services Manager to understand team goals and objectives and monitor performance against targets.Act as a technical escalation point for complex customer issues, ensuring prompt and effective resolution.Collaborate with cross-functional teams, including Commercial, Product Development and GCE, to address customer needs and improve service delivery.Assist with the development and implementation of strategies to enhance customer satisfaction and loyalty.Work with Team Leaders to analyze team performance metrics and assist with the implementation of continuous improvement initiatives.Stay updated on industry trends and best practices in customer support and technical services.Manage incidents from all channels including but not limited to; Phone, Web Submit, Chat, and Email.Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference.Promote Travelport self-service options to customers including MyTravelport.Coordinate resources in the Technical Services team to ensure coverage and appropriate handling of all Cases, Incidents, Catalog Tasks.Attend regular team meetings and provide input into performance reviews, and training sessions to enhance team capabilities.Who we are looking for in this role:Proven experience in a technical support role, time in a leadership or supervisory position is preferred but not essential.An individual who can foster a positive and collaborative team environment, promoting a culture of excellence and accountability.Fluent English (spoken and written) skills required.Ability to develop strong customer and internal relationships through a collaborative, consultative, reliable, and empathetic approach.Strong team playerExcellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.Strong problem-solving skills and the ability to troubleshoot technical issues.Ability to work under pressure and manage multiple priorities effectively.Someone with the ability to collaborate effectively across cultures and geographical regions