Helpdesk Support Associate

About WebBeds

Launched in 2013 WebBeds is a global marketplace for the travel trade providing powerful distribution solutions that make selling and buying travel products easier. It sources accommodation and destination services from travel suppliers aggregates and merchandises that content in the WebBeds platform then distributes it to its global network of travel trade buyers who sell to the travelling public.

Hotels and other suppliers - global and regional hotel chains independent hotels apartments resorts attractions transfer and sightseeing companies and more - can sell their products to a global network of online and offline travel buyers through robust solutions that provide greater inventory control to simplify distribution and leverage WebBeds enhanced analytics to inform inventory optimisation choices saving costs and increasing revenue.

Travel buyers - online travel agencies retail travel agents corporate travel managers tour operators wholesalers tourism boards super apps DMCs group providers airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity or they can search shop and book online through one of WebBeds trade only booking sites.

WebBeds operates globally through four geographic regions Europe Asia Pacific MEA (Middle East and Africa) and Americas - with over 1900 travel professionals working in 120 cities across 50 countries worldwide.

Find out more about the WebBeds business at

WebBeds is a travel brand of the Web Travel Group (ASX: WEB).

Job Purpose:

The Helpdesk Support Associate plays a vital role in providing technical support and assistance to customers and internal partners. The purpose of this role is to troubleshoot and resolve technical issues provide timely and professional support and ensure high levels of customer satisfaction.

As part of the Transformation team this role will also include working in partnership with our Automation and Process reengineering teams to drive improvements. Our Helpdesk Support Specialists need to be the experts in the tech stacks that we use to ensure they can promote better ways of working and ensure that all of the Operational work force using operational tools effectively and identify areas for focus and improvement contributing to operational excellence and customer satisfaction.

Job Responsibilities:

• Monitoring: Looking at raised tickets and monitoring volumes and ticket types for monthly review with Operational Leadership team providing support to Ops teams
• Relationship building: - Attending calls/meetings with providers partners and internal stakeholders to ensure strong relationships with all areas of the Operational teams
• Issue Resolution: Utilize problem-solving and troubleshooting skills to identify and resolve technical issues promptly. Take proactive measures to minimize disruptions and ensure smooth operations.
• Documentation: Document technical issues and resolutions contributing to the knowledge base and supporting continuous improvement efforts
• Customer Support: Provide timely and professional support to customers and internal stakeholders addressing inquiries and resolving issues related to technical problems.
• Collaboration: Collaborate with cross-functional teams to resolve complex technical issues and improve support processes.
• Customer and Internal Partner Support: Provide support to customers and internal partners troubleshooting issues and addressing inquiries related to automated processes. Answer tickets and resolve help desk inquiries promptly and professionally ensuring high levels of customer satisfaction.
  
• Data Compilation and Analysis: Compile data and collaborate with Business Intelligence (BI) teams to gather information for reporting and analysis. Utilize analytical skills to derive meaningful insights and provide data-driven recommendations for process optimization.
• Continuous Learning and Industry Awareness: Stay updated with industry trends and emerging technologies in automation and process optimization.

Key Measures:

• Issue Resolution Time: Resolve technical issues promptly and effectively aiming for timely resolution to minimize disruptions.
• Customer Satisfaction: Receive positive feedback from customers indicating their satisfaction with the support provided.
• Documentation Accuracy: Create accurate and clear documentation providing comprehensive instructions for issue resolution.
• Collaboration and Communication: Collaborate effectively with cross-functional teams fostering open communication and sharing of knowledge.
• Data Analysis and Reporting: Gather analyse and present data in a meaningful and actionable manner supporting decision-making and driving operational excellence.
• Continuous Improvement: Contribute to process optimization initiatives actively identifying opportunities for enhancement and efficiency gains.
• Knowledge and Expertise: Continuously enhance knowledge and expertise in automation technologies process optimization methodologies and related tools and platforms.
• Teamwork and Support: Provide effective support to customers and internal partners maintaining a customer-focused mindset and delivering high-quality assistance.

Job Qualifications:

• Issue Resolution: Proven experience in effectively identifying and resolving technical issues promptly minimizing disruptions to operations.
• Collaboration: Demonstrated ability to collaborate effectively with cross-functional teams to resolve complex technical issues and improve support processes.
• Customer Support Experience: Previous experience in providing customer support handling inquiries and resolving issues related to technical problems.
• Analytical Skills: Strong analytical skills to compile and analyze data derive meaningful insights and provide data-driven recommendations for process optimization.
• Continuous Learning: A commitment to continuous learning and staying updated with industry trends and emerging technologies in automation and process optimization.
• Teamwork: Ability to work collaboratively in a team environment managing multiple priorities and contributing to operational excellence.
• Adaptability: Flexibility and adaptability to work in a dynamic environment and quickly learn new tools and technologies as required.
• Problem-Solving Skills: Strong problem-solving skills to proactively identify and address technical issues and minimize disruptions to operations.
• Project Management Skills: Experience or familiarity with project management methodologies to effectively contribute to transformation initiatives.
• Training and Mentoring: Experience in training and mentoring junior team members or end-users on technical issues and best practices.
• Quality Assurance: Experience in quality assurance processes to ensure the accuracy and effectiveness of technical support services.
• Vendor Management: Experience in managing relationships with external vendors and service providers to ensure timely resolution of technical issues.
• Innovation Mindset: A proactive approach to innovation and process improvement constantly seeking ways to enhance operational efficiency and customer satisfaction.
• Conflict Resolution: Ability to handle conflicts and difficult situations professionally maintaining a customer-focused mindset and resolving issues promptly.
• Cultural Awareness: Sensitivity and awareness of cultural differences when interacting with diverse teams and stakeholders.

Skills and Behavioral Knowledge:

• Certifications: Relevant certifications in IT support such as CompTIA A ITIL or vendor-specific certifications.
• Automation Knowledge: Familiarity with automation technologies and methodologies such as Robotic Process Automation (RPA) or workflow automation.
• Process Optimization: Understanding of process optimization principles and methodologies to contribute to continuous improvement efforts effectively.
• Knowledge Management: Experience in knowledge management practices to maintain and update documentation effectively.

Why choose us as your next destination

We are super proud of our dedicated team of friendly energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow influence & impact change
• Disruptive fast-growing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation

Find out more about the WebBeds business at - #LI-Hybrid