Are you open to taking on new challenges as a Tech Support in a SaaS company?
Join our team as a Technical Support Specialist where you will be part of a high-performing Customer Care team responsible for Voxel’s products. Ensure seamless, consistent, and positive customer experiences while resolving technical requests. As a member of Customer Care (CC), the Technical Support Specialist will provide functional & technical support.
The candidate will work with applications and infrastructure components to analyze, diagnose, and resolve end-user incidents. Additionally, they will execute and document tests, serve as a point of contact for incidents, service requests, and customer contacts, and be responsible for recovering functional and technical incidents at a higher technical level or escalating them to resolver groups.
The role involves close collaboration with team members to provide accurate incident resolution and manage service requests within SLAs, as well as coordination with other divisions within the company. The specialist will work autonomously within defined processes and procedures, making standard decisions and supporting the development of solutions to complex recurring problems. They will receive guidance from senior roles or managers and have regular monitoring of their assignments.
Specific Accountabilities :
1. Identify project requirements by contacting customers, analyzing operations, determining project scope, and documenting results.
2. Develop problem solutions by describing requirements in workflow charts and diagrams, studying system capabilities, analyzing alternative solutions, preparing system specifications, and writing documentation.
3. Verify results through testing, prepare customers to use the system via training, and provide documentation and support.
4. Maintain systems by researching and resolving problems, ensuring system integrity.
5. Maintain professional and technical knowledge through educational workshops, reviewing publications, establishing networks, benchmarking practices, and participating in professional societies.
6. Contribute to team efforts by accomplishing related results as needed.
**What are we looking for?**
* 2-3 years of experience in technical support or incident resolution, especially in tourism, travel, hospitality, or procurement sectors.
* Technical academic background (Engineering, Systems & Networks, Infrastructure).
* Fluent in Spanish and English (answering calls and emails); additional languages are a plus.
* Knowledge of XML, VPNs, integrations, connectivity (FTP, AS2).
* Good communication skills, common sense, analytical mindset, and team-oriented attitude.
**What do we offer?**
* Values-Driven Culture: Innovation, efficiency, accountability, teamwork, people focus.
* Impactful Work: Creating seamless travel payment experiences globally.
* Multicultural Environment: Experience diversity in the workplace.
* Cutting-Edge Innovation: Collaborate on building an award-winning payments platform.
* Flexible Working: Balance professional and personal life.
* Private Medical Insurance: Comprehensive coverage for well-being.
* Additional Perks: Language classes, Gympass, Yoga, Physiotherapy, Life Coaching, Referral Program.
**About us:**
Voxel provides electronic invoice and B2B payment solutions for travel sellers, hotels, and other travel players. Recently joined Amadeus IT Group, enhancing its vision to deliver smooth travel payment experiences. Voxel's solutions are used by thousands across numerous countries, aiming to revolutionize travel payments and elevate the travel experience.
We value diversity and inclusion, aiming to foster a culture of belonging and fair treatment. Amadeus is an equal opportunity employer.
Join our passionate team of over 20,000 members worldwide, dedicated to shaping the future of travel and using technology as a force for good. Help us bring the world closer!
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