Product Support Analyst

Required Skills:

• Must have hands-on experience in any one of the GDSs - Amadeus / Galileo / Sabre. Training certificates will be an added value
• Well-versed in working on UI based Travel applications (B2B / B2C / Mobile App)
• Hands-on experience on working with MS Office applications - Word, Excel, Powerpoint
• NDC knowledge and understanding
• Excellent verbal and written English communication skills
• Be a Team player and assist seniors in shouldering additional responsibilities during challenging times
• Self-starter and ability to deliver under tight timelines
• Comfortable to contribute as an individual

Key Responsibilities

• Through defined communicating channels receive queries, suggestions, concerns and discrepancies raised by the application user community
• As per SLA (Service Level Agreement) assist users with product issues, concerns and communicate steps to resolve challenges via defined communicating channels
• Register all queries in an error management system
• Understand Business requirements, propose solutions and ensure delivery
• In-order to address any challenges/ discrepancies, able to understand supplier/ programming logs
• Coordinate with Support Level 1 and Development Teams (Support Level 3) to fix issues and release new codes
• Able to work in shift duty along with alternative Saturdays

Desirables(OPTIONAL)

• IATA Certification in Standard / Advanced Fares and Ticketing
• Any Travel and Tourism course certification
• Digital Literacy
• Exposure to error management tools such as JIRA etc

Competencies

• Active Listener with strong communication skills
• Problem Solving and Decision Making
• Relationship Building
• Responsible and Adaptable
• Team Player
• Interpersonal and Customer Service