Scenic Group is a leading luxury global travel company with offices around the world and has grown over its 35+year history to include award-winning, all-inclusive escorted tours; two award- winning river cruise lines – Scenic and Emerald Waterways; and, in 2019, the World’s First Discovery Yacht – Scenic Eclipse.
We are currently recruiting for the role of
Technical Support Officer 100%
The role will be based in Zug (Switzerland) and is reporting to the Applications Manager.
Responsibilities • Respond to and resolve Level 1 and Level 2 support tickets within agreed SLAs, ensuring minimal impact on business operations. • Accurately document all support activities, including troubleshooting steps and solutions, in the Helpdesk system. • Proactively manage Online Trade Partner (OTP) requests, ensuring all partner inquiries are addressed and their onboarding process progresses smoothly. • Achieve successful API integrations for new partners within agreed timelines, enabling direct bookings into ExpressBook. • Maintain clear and proactive communication with OTPs, providing timely updates and support throughout the integration process. • Maintain a high standard of customer service, ensuring positive interactions with users and partners. • Exhibit a professional and approachable demeanor in all communications, demonstrating empathy and understanding of user needs. • Collaborate effectively with the development team and other internal stakeholders to resolve Level 3 issues and implement solutions. • Identify recurring issues and suggest improvements to application functionality, support processes, or user training to prevent future occurrences. • Stay updated on changes to in-house applications and support processes, ensuring readiness to assist users with new features or updates. • Maintain up-to-date and comprehensive documentation of support processes, troubleshooting guides, and OTP program procedures. • Provide regular reports on support activities, OTP program status, and key performance metrics to the Applications Manager. • Follow all company policies and procedures, including those related to data privacy, security, and user support protocols.
Skills & Qualifications • Strong understanding of APIs, particularly REST and/or SOAP protocols. Experience with API tools such as Postman is preferred. • Ability to troubleshoot and resolve technical issues, both independently and collaboratively with development teams. • Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical stakeholders. • 3+ years of experience in a technical support, integration specialist, or technical account management role, preferably in the travel, hospitality, or technology sector. • A customer-first attitude with a passion for providing top-tier service to partners. • Ability to manage multiple tasks and projects simultaneously with attention to detail and accuracy. • Collaborative approach to problem-solving, with the ability to work across departments to achieve goals. • Willingness to work occasional after-hours or on-call shifts as needed to support critical application issues or project deadlines. • Ability to handle sensitive information with discretion and maintain confidentiality at all times. • Professional demeanor and a commitment to upholding the company’s values and standards in all interactions. • Fluent in English (German is a plus)
Attracted? We look forward to your full application. Follow the link to our recruitment site http://scenicglobal.applytojob.com to apply online We do not accept any agency resumes for this position.
Scenic Tours Europe AG, Dammstrasse 21, PO Box 7743, CH - 6302 Zug