Customer Technical Support Specialist for Global Travel Technology Co

Job Title: Customer Technical Support Specialist

Location: Bucharest, Romania (Hybrid-2 days work from office)

Budgeted Salary: 83,000 RON/year + 5% annual bonus (approximate 6,916 RON per month)

Industry: Global Travel Technology

Employment Type: Permanent

Company Overview

We're a global travel technology company that powers bookings worldwide — from flights and hotels to car rentals. Our platforms simplify the travel experience, and we're looking for motivated specialists to deliver high-quality technical support to our customers across the globe.

Role Summary

As a Customer Technical Support Specialist, you'll be part of the frontline technical support team for Travel Company. You will handle incidents across multiple channels, troubleshoot issues, and collaborate with cross-functional teams to deliver exceptional service for our customers, with a strong focus on GDS platforms.

Key Responsibilities

Customer & Technical Support

• Provide functional and technical support across the full Travel Company product range.
• Manage incidents through all support channels (phone, web submit, chat, email).
• Troubleshoot customer-reported problems; resolve locally or escalate for rapid resolution.
• Provide clear, accurate problem descriptions for referral to suppliers or other teams.
• Promote Travel Company self-service solutions.

Collaboration & Performance

• Work with Team Leaders and the Customer Technical Services Manager to set clear goals and track performance against targets.
• Collaborate with cross-functional teams (Commercial, Product Development, GCE) to address customer needs.
• Attend regular team meetings, reviews, and training sessions to enhance technical and customer service skills.

Customer Experience & Quality

• Identify recurring issues and recommend solutions to improve customer satisfaction.
• Contribute to strategies that enhance customer loyalty.
• Deliver service excellence by maintaining professionalism, empathy, and reliability in all interactions.

Candidate Profile

• Experience: Minimum 2 years in a technical support role, preferably within a Travel or Tour Agency, Airline, or GDS environment.
• Technical Skills: Strong GDS knowledge is required — Galileo preferred; experience with Apollo, Worldspan, Sabre, or Amadeus also considered.
• Education: Diploma or Bachelor's degree in IT, Computer Science, Travel & Tourism, or related field.
• Good communication skills inspoken and written.

Soft Skills:

• Strong problem-solving and troubleshooting abilities.
• Collaborative, consultative, and empathetic approach to customer relationships.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and perform well under pressure.
• Comfortable working across cultures and regions.

Key Performance Indicators (KPIs)

• Maintain a monthly CSAT rating of 4.7/5.
• Respond to 100% of cases within 4 business hours.
• Close at least 80% of cases within 24 business hours.

Perks & Benefits

• Work Model: Hybrid with Global Agile working policy.
• Leave: 24 working days per year (increasing to 25 after 5 years of service).
• Bonus Program: 5% annual bonus (ProsperUs plan, role-specific)

Insurance for employees:

• Medical insurance for employees
• Life and accident insurance
• Global business travel insurance.

Other Benefits:

• 600 RON monthly allowance via benefits platform (meal vouchers, gift cards, language courses, travel discounts, etc.)
• Travel expenses reimbursed (meals or per diem)
• Work-Life Balance: Comprehensive holiday allowance plus Christmas office shutdown.

Job Types: Full-time, Permanent

Pay: 6,000.00RON - 6,900.00RON per month

Application Question(s):

• What is your average current salary & expected salary in PHP?
• Are you comfortable with the job scopes of Customer Technical Support Specialist?
• Are you able to travel to work in Bucharest, Romania? [Hybrid mode]
• What is your German language proficiency, kindly rate yourself (1-lowest, 10-highest)?

Education:

• Bachelor's (Preferred)

Experience:

• technical customer support role: 2 years (Preferred)
• Travel, tour, airlines or GDS environment: 2 years (Preferred)

Language:

• German (Preferred)
• English (Preferred)