Helpdesk Support Specialist

Who are WebBeds

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels transfers tours activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Webjet Limited (ASX: WEB) an ASX 200 listed company operating a global digital travel business.

What makes us stand out

• We are a wholesale global travel organisation
• We have 1500 people speaking 50 languages in 120 cites across 50 countries
• We partner with over 430000 properties in more than 15000 destinations
• We work with more than 44000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

Job Purpose:

The Helpdesk Support Specialist 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 problemsolving 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 crossfunctional 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 datadriven 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 crossfunctional teams fostering open communication and sharing of knowledge.
• Data Analysis and Reporting: Gather analyse and present data in a meaningful and actionable manner supporting decisionmaking 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 customerfocused mindset and delivering highquality 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 crossfunctional 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 datadriven 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.
• ProblemSolving Skills: Strong problemsolving 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 endusers 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 customerfocused 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 vendorspecific 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.