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Technical Support Specialist (Remote - Georgia)
Investigate hotel and room availability issues for Emerging Travel Group in a remote technical support role. Improve escalations, documentation, product processes, and AI-driven automation.
विवरण
- Investigate internal technical requests involving hotel and room availability while supporting strong CSAT outcomes.
- Analyze availability alerts, test hypotheses, and track recovery of availability metrics.
- Build technical and functional expertise to improve escalation quality and reduce demand on Development and QA teams.
- Help design and optimize internal processes and enhance the product.
- Join recurring meetings with the Product team.
- Manage projects, maintain documentation, create AI-powered automations, and support other process improvement work.
आवश्यकताएँ
- Professional experience in technical support, integrations, or IT operations.
- Self-directed approach with the ability to plan work, prioritize tasks, adapt to changing conditions, and take initiative.
- Ability to investigate technical problems independently by gathering data, testing hypotheses, finding root causes, and isolating sources of failure.
- Experience using logs, monitoring platforms, and operational metrics; Grafana experience is advantageous.
- Working knowledge of HTTP and API concepts, including status codes, requests, responses, and interpreting JSON or XML.
- Basic SQL proficiency for querying and verifying data independently.
- Ability to escalate issues effectively by recording symptoms, business impact, troubleshooting actions, and supporting evidence for Development.
- Clear communicator who can lead discussions with developers, internal users, suppliers, and stakeholders while tailoring explanations to the audience.
- Conversational English at B2 level or comparable practical proficiency for work calls and written communication.
- Ability to document solutions and support ongoing process improvement.
- Preferred background includes travel or e-commerce, external integration support, automation, or AI tools.
लाभ
- Remote working opportunity.
- Supportive, ambitious team focused on collaboration, appreciation, and shared growth.
- Internal onboarding and training programs covering soft skills and leadership development.
- Partial reimbursement for external training and conference participation.
- Corporate English school offering group and individual classes plus speaking clubs with international colleagues.
- Corporate rates for hotels and travel services.
- MyTime Day Off, providing one additional paid non-working day.
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