Sign in

Senior Tier 2 Customer Resolution (377214)

Placement Services USA, Inc.
Southlake, Texas, 76092, United States
Not provided
February 13, 2018

Posted By Premium Recruiter


Under general direction, serves as an escalation point for multiple internal teams for resolving complex product or service issues. Provides research and resolution assistance on an as needed basis on service issues. Proactively seeks to resolve complex product issues to minimize frontline employee involvement. Acts as subject-matter expert by providing insights into industry, agency and business processes. Identifies root causes and works toward systemic problem elimination. Takes ownership of resolving individual service or product issues when needed. Collaborates with multiple internal departments to identify trends and opportunities for ongoing process improvement. Serves as escalation point for urgent issues based on a on call rotation schedule after hours, responsible for filing, categorizing defects or requests that require other internal teams involvement, evaluating and testing after fix. Responsible for evaluating responsibilities (approval/denial) on issues where reimbursements are requested, and provides internal support to all Services GetThere teams (worldwide based). Critical complex issues related with databases, systems connectivity where different technical teams must be engaged, responsible for presenting issues, resolving or assisting others to resolve and testing any fix on service's side for different products such as GDS (Sabre, Apollo, Galileo, Worldspan, Amadeus), 3rd party vendors such as Travelfusion, Agentware, Deem, Trondent, Mapquest, SilverRail. Supervises frontline desk, Associates and Contributors Product Support members worldwide, teams located in Montevideo - Uruguay, Krakow - Poland, Manila -Philippines.

Form 40 hour work week.

Five years of experience in job offered or five years of experience in technical product support. Experience in job offered or related field must include the following: file uploads, HTML messaging, working with technical support, creating Cases in Problem Management tool (Salesforce), post release defect validation, assisting customers with issues with the online booking tool via phone, mail and chat; Performing troubleshooting in different GDS (Sabre, Apollo, Worldspan, Galileo and Amadeus).

Please copy and paste your resume in the email body do not send attachments, we cannot open them and email them at candidates at with reference #377214 in the subject line.

Thank you.