SUPPORT CENTER AGENT TIER II
Company Overview
At JR Technologies, our vision is to create the new customer-centric distribution landscape of tomorrow.
Working with us offers many opportunities to experienced professionals who are interested in joining a strong team in a dynamic environment. JR Technologies welcomes people that can share their skills, talents, experience, and interests to grow professionally and build rewarding careers. As an Innovative company, our future depends on a sense of drive, purpose, and urgency to meet customer needs and lead the retailing transformation with us within the travel distribution ecosystem.
The JR Technologies’ Innovation Center is seeking an agile Support Center Agent Tier II to join and work on a decentralized team that values speed and quality.
Role Functions
You will be part of the JR Technologies team whose vision is to deliver personalized, customized experiences in the realm of travel and beyond. The successful candidates will be based in our Innovation Centre in Chania and will report to the Support Center Officer and the responsibilities of the position include:
- Track, route, and redirect problems to the correct resources
- Update customer data and produce activity reports
- Walk customers through the problem-solving process
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommend procedure modifications or improvements
- Monitor the day-to-day performance of systems
- Triage hardware and software faults
- Escalate hardware and software faults to the next level of support (Network/System Admins, DevOps, DBAdmins, Developers)
- Produce activity reports
- Walk First Level Support Engineer through the problem-solving process
- Preserve and grow knowledge of procedures, products, and services
- Prepare, update, or review technical documentation (operation or service manual)
- Availability to work on shifts (night work or public holidays may be required)
- Provide first-level contact and convey resolutions to customer issues when needed
Qualifications and Education Requirements:
- Degree in Information Technology, Computer Science, or equivalent
- Experience in providing IT support for cloud environments (Azure, Google Cloud, or AWS)
- Experience with XML, log monitoring & analysis, MySQL and Postman
- Proficiency in English (Spanish is a plus)
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Military obligation fulfilled for male candidates
Preferred Skills:
- Experience and knowledge of the airline & travel domain
- Working knowledge of MS TFS / VSTS, JIRA, Kibana, and Grafana
We are always looking for talented professionals with a passion for work, who enjoy what they do and give their best.
We are transforming the travel industry - be a part of it!
Please contact our HR department at hr@jrtechnologies.com.