HOSPITALITY SUPPORT AGENT WITH SPANISH

Provide first level contact and convey resolutions to customer issues.
Properly escalate unresolved queries to the next level of support.
Track route and redirect problems to correct resources.
Respond in timely manner to tickets from customers based on standard or account specific SLAs.
Follow the SLA for issues with respect to the severity or priority.
Followup with end users to provide status updates as per service level guidelines (SLAs).
Take ownership by coordinating the feedback to the customer where analysis is required.
Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system.
Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket.
Being able to read and find information within changelogs event logs and developer tool (console).
Update customer data and produce activity reports.
Prioritize and manage several open issues at one time.
Escalate high priority or severe issues to supervisor/manager.
Diagnose and troubleshoot end user issues and provide appropriate solution.
Review daily assigned tickets to ensure current updates are provided.
Walk customers through problem solving process.
Follow up with customers provide feedback and see problems through to resolution.
Utilize excellent customer service skills and exceed customers expectation.
Ensure proper recording documentation and closure.
Actively participate in projects regarding modifications or improvements of internal procedures.
Maintain and increase knowledge of operational procedures products and services.
Work collaboratively with people across the organization.
Qualifications.
Requirements / Qualifications.
Preferred previous work experience in hospitality/hospitality school.
Strong analytical organizational communication and people skills.
Proficiency in Microsoft Word Excel and Outlook.
Ability to adapt quickly to new technologies products and procedures.
Ability to work and thrive in a multitasked and fastpaced environment.
Be professional have a positive get it done attitude and a strong work ethic.
Must be fluent in English.
ITIL Service Management fluency preferred.
Critical Competencies.
Relationship building.
uilds effective relationships through positive communication that motivates and influences others.
Is honest trustworthy a team member and proactively involved in achieving team objectives.
Personal Effectiveness.
roduces outstanding results both professionally and personally by being proactive and committed.
Continually focuses on achieving positive results contributing to companys business success.
Technical Competence.
ses technical / job knowledge and experience incorporating functional skills and broadbased business knowledge to meet and exceed job requirements / customer expectations.
Communication.
eliver exceptional written and verbal communication incorporating training materials presentations and guidelines.
Applicable Competencies.
Customer Focus.
assionately meets customer expectations.
Enters the customers world through listening and understanding.
Nurtures relationships by recognizing and delivering on customer needs and opinions.
Managing complexity.
s able to work effectively in a highly complex diverse changing environment.
Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives.
Innovation.
mbraces creativity and is open to new ideas.
Innovates to improve current working practices / products / technologies to provide business opportunities and results.
Problem solving.
akes initiative to identify current and potential problems and determines the best solution.
Involves and/or manages the people and resources required.
Additional Information.
Basics Full time job contract.
Office or Hybrid work.
Free parking.
Health insurance.
A modern workplace in the sunny Algarve.
Working conditions & Development Dell laptop keyboard mouse wireless headphones and monitor.
40h for professional development during work time.
Challenging and creative technology environment with a great deal of freedom and responsibility.
Udemy platform access.
Inhouse workshops training sessions or meetups.
Opportunity to grow inside the global organization and develop yourself both professionally and personally.
Remote Work.
No Employment Type.
Fulltime