Expression of Interest - Product Support Analyst

About the role

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world's leading business travel marketplace.

Responsibilities

• Deliver Remote Support: Provide primary technical and functional support via phone and email, addressing routine client queries and application issues
• Resolve Client Issues: Investigate and resolve problems promptly while keeping clients continuously updated on resolution progress
• Manage Escalations: Recognize complex technical issues and escalate them effectively following established protocols
• Document & Knowledge Share: Maintain detailed records of all client communications and technical solutions in the internal system, contributing to team best practices and the knowledge base
• Continuous Learning: Proactively build and maintain deep product knowledge, attending relevant training sessions to enhance technical capabilities
• Drive Process & Product Improvement: Identify and report opportunities for workflow enhancements, product improvements, or potential expansion sales to key stakeholders and management
• Support Quality Assurance: Assist with issue troubleshooting and product release testing as directed by management

Requirements

• Customer-Centric Focus (Essential): An absolute commitment to customer satisfaction, paired with a positive, proactive attitude and a passion for helping users succeed
• Communication & Stakeholder Engagement: Exceptional written and verbal communication skills, with the proven ability to converse confidently with both non-technical end-users and IT specialists across all levels of an organization
• Analytical & Problem-Solving Skills: Strong diagnostic capabilities to analyze issues, evaluate operational contexts, and deliver effective technical solutions
• AI & Tech Proficiency: Hands-on experience and proficiency in leveraging AI tools to enhance productivity, optimize support workflows, and assist in problem resolution
• Commercial Acumen & Adaptability: A solid understanding of business solutions within a corporate context, alongside the versatility to collaborate on cross-functional initiatives outside your core domain
• Travel Industry Experience (Preferred): Prior exposure to corporate travel management, booking systems, or the broader travel technology ecosystem is advantageous, but not essential

Benefits

• A competitive base salary and discretionary incentive plan based on individual and company performance
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your own career pathways.