Scenic Group

Technical Support Officer

Zug, ZG, Switzerland - Full Time

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
 
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