Customer Support Coordinator

  The purpose of this position is to answer incoming Trust/ WizCom helpdesk calls and provide solutions to customer technical, operational issues, functional issues (related to our products), assist with client implementations, in a timely and efficient manner.

 3.  KEY FACTS AND FIGURES: 
  Mainly answering requests of currently 9 clients with US Offices / Hotels (apprx. 750 Hotels) plus requests coming in from Europe & Asia as applicable
  Handling an average of currently 30 requests (e-mail, phone etc.) / day
  Working together with Global Support Teams in Frankfurt, Product Development and IT
  Late shift duties including weekends as applicable
  Supporting currently 10 PMS and IDS interfaces
  Working together with the 4 GDSs and many 3rd party internet site
 
3. MAIN RESPONSIBILITIES:
 
  Answer incoming TRUST.WIZCOM. Helpdesk Calls and provide solutions to customer technical / operational problems
  Working together with 3rd party internet sites such as Expedia, Orbitz, WorldRes, Travelweb, Priceline, ODD, etc.
  Assist internal/external client questions to new enhancements
  Analysis of claims from clients and travel agencies
  Good customer communication and relation
  Communicate w/ Global Customer Support Group, GDS Team, IT Services & Product Development to resolve client issues
  Track and record information related to the helpdesk calls, coordination of trouble ticket support
  Customer support and quality of data management are to be prioritized
  Work flow within and between his department is proactive, unobstructed and of good cooperation
  Individual organization of daily work / tasks
  Organization of small & major client or department projects in accordance with manager
  Other duties, tasks and projects as assigned by management
  Supporting client implementations & related data preparations (load hotels, set up new chain in the system, data loading preparations, attending internal  and external client meetings, quality checks of loaded and provided data)
 Attendance to department meetings and meetings regarding customer support topics as well as other internal meetings, company related conference calls   of general interest.

6.  KNOWLEDGE, SKILLS & EXPERIENCE: 
Profound reservation software knowledge, Hotel Industry or CRS background
Internet travel industry background
Thorough understanding of travel industry information systems interoperating
Knowledge of TRUST, WizCom, Interface and IDS applications
 
Strong organizational skills
Strong written and verbal communication skills (English)
Adaptability
Ability to handle multiple tasks
Creative problem solving abilities
Ability to be detailed oriented
Languages: English, other languages a plus
Knowledge of Microsoft Office Suite (Word, Excel, Power Point)

 
Additional skills which are a Plus
?A+ certification
?Technical expertise
?Extensive knowledge of computer system operation and network operation
?Network + certification
?M.C.S.A. certification or C.N.A. certification