Technical Support Officer

Key Responsibilities

• Provide first and second-level technical support to B2B clients via chat, email, and phone.

• Assist clients in navigating and effectively utilizing the BTA travel platform.

• Identify, diagnose, and resolve technical issues; escalate complex cases to senior teams when necessary.

• Track and document all support interactions using ticketing systems like Zendesk or Freshdesk.

• Liaise with development and product teams to report bugs and suggest improvements.

• Maintain and regularly update support documentation, FAQs, and training materials.

• Monitor system performance and proactively identify potential client-impacting issues.

• Deliver client training sessions and product walkthroughs when required.

• Ensure client communication is clear, timely, and solution-oriented. Required Skills & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related

Required Skills & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

• 13 years of experience in technical support or a similar customer-facing technical role.

• Strong analytical, problem-solving, and communication skills.

• Proficiency in handling web-based applications and portals.

• Knowledge of troubleshooting web technologies (HTML, browser settings, network issues).

• Familiarity with CRM and ticketing tools like Zendesk, Freshdesk, or Jira.

• Ability to prioritize and manage multiple client issues in a fast-paced environment.

• Customer-first mindset with excellent interpersonal and conflict-resolution skills.

Preferred Skills

• Experience in the travel tech or online booking domain (e.g., GDS, APIs, travel CRMs).

• Knowledge of software debugging tools or browser developer tools.

• Understanding of API error responses and system logs.

• Basic SQL or database query skills.

What We Offer

Competitive salary with performance-based growth opportunities.

Structured onboarding and training programs.

Exposure to global travel technology systems and platforms.

Collaborative and growth-driven work environment.

Opportunity to work with an innovative, tech-forward company in the travel industry.

hr.india@tripbrandsgroup.com