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Product Support Analyst, Travel Operations

Spotnana Technology

Spotnana Technology

IT, Product, Customer Service, Operations
Mumbai, Maharashtra, India
Posted on Friday, September 22, 2023

Are you ready for the best destination of your career?

Spotnana is modernizing the infrastructure of the $1.4 trillion travel industry in order to bring freedom, simplicity, and trust to travelers everywhere. With over $115M in funding from top tier investors, including ICONIQ and Madrona Venture Group, we are tackling the hardest problems the travel industry has to offer and we need your help.

Culture is always fluid. It evolves as a business grows, along with the people who drive it forward. We seek people who have different perspectives, but shared values. Before you embark on this journey, quickly check in on whether you are aligned with our company values:

  1. Obsessed with Customer Needs: We earn the trust and loyalty of our customers by solving their problems.
  2. Do the Impossible: We solve tough problems through innovation and are inspired by unprecedented challenges.
  3. Build Globally, Serve Locally: We embrace a global mindset and celebrate diversity as we serve customers around the world.
  4. Act Like Owners: We constantly find problems to solve. Decisions are not made in isolation. We work hard, work smart, and work together.
  5. Constantly Change, Learn & Evolve: We flourish by adapting quickly to new challenges and by learning from everyone around us. Building something new is not always glamorous work. Roll up your sleeves, get your hands dirty, and evolve.
  6. Respect Above All: We are humble and treat others with the same respect we desire for ourselves. Our work culture is a safe environment where everyone is open to feedback and new ideas.

How you’ll make an impact

In the role of Travel Operations Product Support Analyst, you will be responsible but not limited to, for answering and triaging support cases raised by the internal and external customers of the Spotnana platform. From triaging to troubleshooting, you will be at the forefront of customer satisfaction. This role is essential in increasing Spotnana’s capability to successfully deliver value across all of our markets globally during this period of fundamental growth.

What you’ll own

  • To be a founding member of the Spotnana Travel Operations Product Support team.
  • Triage of tickets raised by customers, including reproducing errors, troubleshooting and prioritizing
  • Respond to customers within the defined time frame (SLA’s)
  • Record, track, and document the helpdesk tickets using the required customer support software
  • Troubleshoot issues that are raised by both internal and external customers
  • Manage and maintain a prioritized list of features and issues raised by customers
  • Act as a subject matter expert, and provide knowledge to our R&D team
  • Work together with the Training Department on collateral to help support the continued growth and education of our users

Experience to bring with you

  • A deep understanding of customer use cases and product capabilities. Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
  • Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, on-line training tools, etc.
  • Demonstrated the ability to lead by serving others, who is a perpetual learner, and who has the ability to continually motivate the team, enhance the company culture, and up level the CS organization
  • Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
  • High energy, go-getter with fresh ideas who take the initiative to get things done
  • Ability to adapt to new processes and experimentation with different approaches
  • 5+ years of experience and knowledge within the corporate travel industry
  • Excellent analytical and troubleshooting skills
  • Strong customer service skills

We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.