Senior Product Analyst

Provide 1st level customer service and technical support, effectively communicating with global customers. Collaborate with advanced teams to meet customer expectations, escalating issues when necessary. Act as the primary customer interface for product support, demonstrating urgency for sensitive matters. Investigate customer queries, research technical issues, and ensure high customer satisfaction. Manage time, prioritize tasks, and engage in continuous technical development.

Must Have

• Provide 1st level customer service and technical support.
• Communicate effectively in written and spoken English.
• Collaborate with advanced support teams.
• Act as the lead interface with customers regarding product support.
• Demonstrate a strong sense of urgency for sensitive issues.
• Research and validate application, back-end or technical issues.
• Deliver the highest level of customer service and satisfaction.
• Manage time effectively and prioritize tasks.
• Bachelor's degree or equivalent technical experience.
• Airline Industry background.
• Professional fluency in written and spoken English.
• Excellent telephone manners and customer service skills.
• Excellent analytical mindset, strong troubleshooting skills.
• Good organizational abilities.
• Ability to perform efficiently under pressure and manage multiple tasks.
• Strong teamwork skills and proactive attitude.
• Effective time management and priority setting skills.
• Proficiency in managing complex and ambiguous matters.

Good to Have

• XML skills
• SQL skills
• API skills
• Server skills
• Network skills
• Experience with Salesforce or other CRM tools

Perks & Benefits

• Comprehensive benefits

About This Role

• Provide 1st level customer service and technical support via multiple channels.
• Communicates effectively in written and spoken English with co-workers and customers world- wide.
• Collaborate with advanced support teams, account managers, implementation, and development resources to meet customer expectations.
• Ensure customer needs are met by evaluating issue impact and escalating when necessary.
• Act as the lead interface with customers (internal and external) regarding product support.
• Demonstrate a strong sense of urgency for sensitive issues.
• Develop understanding of the user interfaces to investigate customer queries and issues.
• Research and validate application, back-end or technical issues to aid customers in understanding product functionality and outputs.
• Commit to delivering the highest level of customer service and satisfaction while demonstrating teamwork, interpersonal skills, and professionalism.
• Hold scheduled calls with customers to review case status as needed.
• Manage time effectively and prioritize tasks to balance daily responsibilities and technical development.
• Engage in other potential work areas within the company as assigned.

Work Schedule

• This position is a night-shift role within a 24/7 team environment, with rosters scheduled in advance.

Our Ideal Candidate Has:

• Bachelor's degree or equivalent technical experience (required).
• Airline Industry background (required).
• XML/ SQL/ API/ Server/ Network skills (highly desired).
• Experience with Salesforce or other CRM tools.
• Professional fluency in written and spoken English.
• Excellent telephone manners and customer service skills.
• Excellent analytical mindset, strong troubleshooting skills and sense of urgency
• Good organizational abilities and readiness to support multiple
• Ability to perform efficiently under pressure and manage multiple tasks simultaneously
• Strong teamwork skills and proactive attitude
• Effective time management and priority setting skills
• Proficiency in managing complex and ambiguous matters