Technical Support Officer

The role will be based in Zug (Switzerland) and is reporting to the Applications Manager.

Responsibilities

• Respond to and resolve Level 1 and Level 2 support tickets within agreed SLAs, ensuring minimal impact on business operations.
• Accurately document all support activities, including troubleshooting steps and solutions, in the Helpdesk system.
• Proactively manage Online Trade Partner (OTP) requests, ensuring all partner inquiries are addressed and their onboarding process progresses smoothly.
• Achieve successful API integrations for new partners within agreed timelines, enabling direct bookings into ExpressBook.
• Maintain clear and proactive communication with OTPs, providing timely updates and support throughout the integration process.
• Maintain a high standard of customer service, ensuring positive interactions with users and partners.
• Exhibit a professional and approachable demeanor in all communications, demonstrating empathy and understanding of user needs.
• Collaborate effectively with the development team and other internal stakeholders to resolve Level 3 issues and implement solutions.
• Identify recurring issues and suggest improvements to application functionality, support processes, or user training to prevent future occurrences.
• Stay updated on changes to in-house applications and support processes, ensuring readiness to assist users with new features or updates.
• Maintain up-to-date and comprehensive documentation of support processes, troubleshooting guides, and OTP program procedures.
• Provide regular reports on support activities, OTP program status, and key performance metrics to the Applications Manager.
• Follow all company policies and procedures, including those related to data privacy, security, and user support protocols.

Skills & Qualifications 

• Strong understanding of APIs, particularly REST and/or SOAP protocols. Experience with API tools such as Postman is preferred.
• Ability to troubleshoot and resolve technical issues, both independently and collaboratively with development teams.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• 3+ years of experience in a technical support, integration specialist, or technical account management role, preferably in the travel, hospitality, or technology sector.
• A customer-first attitude with a passion for providing top-tier service to partners.
• Ability to manage multiple tasks and projects simultaneously with attention to detail and accuracy.
• Collaborative approach to problem-solving, with the ability to work across departments to achieve goals.
• Willingness to work occasional after-hours or on-call shifts as needed to support critical application issues or project deadlines.
• Ability to handle sensitive information with discretion and maintain confidentiality at all times.
• Professional demeanor and a commitment to upholding the company’s values and standards in all interactions.
• Fluent in English (German is a plus)

Attracted? We look forward to your full application. Follow the link to our recruitment site http://scenicglobal.applytojob.com to apply online.

We do not accept any agency resumes for this position.

Scenic Tours Europe AG, Dammstrasse 21, PO Box 7743, CH - 6302 Zug