Technical Customer Support Specialist

Job description

Location: Vilnius

  • Working hours: 2 pm – 10 pm
  • Fixed Work schedule: Monday – Friday
  • Direct communication with clients via e-mail
  • Salary ranges for this position – 1800 – 2315 EUR GROSS

Position Overview

Join a dynamic company with 100 employees that has a significant impact on how global airlines are monitoring their competition. We are selling market transparency to airlines that use our products to understand competitor behavior. Now, we are handling more than 2 billion airfares every 24 hours. Among our customers: 240 AIRLINES & AIRPORTS and several Online Travel Agencies.

We are looking for a Technical Customer Support Specialist to join our Customer Support team.

In this positionyou will play a pivotal role in maintaining our exceptional customer satisfaction rate of 4.9/5. Your responsibilities involve working closely with revenue and pricing analysts from some of the world’s largest airlines. This unique position allows you to enter the fascinating realm of revenue management and big data solutions, offering valuable insights into the intricate processes that support the aviation industry. Your dedication to ensuring customer satisfaction and your collaboration with industry leaders contribute significantly to our commitment to excellence in service delivery. You will be part of a high-performing group of nine specialists dedicated to solving various data-related issues and answering questions.

As a Technical Support Specialist, you will:

  • Investigate Data Issues: Proactively identify and investigate data discrepancies, working closely with Infare’s development teams to diagnose and resolve issues promptly.
  • Answer Data-Related Questions: Act as a subject matter expert, addressing customer inquiries related to data sources, formats, and integration methods. Provide comprehensive and clear explanations to ensure customer understanding.
  • Adapt Data Delivery: Collaborate with customers to understand their unique data requirements. Tailor data delivery methods to meet specific needs, ensuring optimal integration and usability for diverse client applications.
  • Troubleshoot: Provide hands-on technical support to troubleshoot issues related to data delivery, offering timely solutions and guidance to customers with varying technical backgrounds.

Take Care Of:

  • Continuous Improvements: Contribute to the enhancement of customer support processes.
  • Documentation: Maintain detailed documentation of data-related issues, solutions, and best practices, creating a knowledge base for both internal teams and customers.
  • Collaboration: Work closely with the product development team to communicate customer feedback and contribute insights for the ongoing improvement of data products.

Job requirements

Must have:

  • At least 1 year of experience in Customer support,
  • The ability to work in a structured and analytical manner,
  • Hands-on experience in MS systems,
  • Intermediate knowledge of MS Excel,
  • Fluent in English (C1 Level), both written and spoken,
  • The ability to maintain composure and focus while handling multiple queries,
  • The ability to learn fast,
  • The ability not to personalize stressful situations.

Bonus points if you have:

  • Experience with customer support web tool/program (Jira or other),
  • Understanding about FTP and Security,
  • Experience with B2B customers,
  • Experience with SQL, and PowerBI.

What we offer in the Vilnius office:

  • People-centric & flexible company
  • Possibility to work remotely
  • Free lunch at the office
  • Health insurance
  • 5 extra days of holidays
  • A parking space at the office (if applicable)
  • A gaming zone with a console, VR, table tennis, foosball and all that jazz
  • Salary range: from 1800 – 2315 EUR gross

Interview flow:

1. HR screening interview with Jurgita Žukauskaitė (https://www.linkedin.com/in/jurgita-zukauskaite/)

2. Interview with Head of Customer Support Artūras Lazarevas (https://www.linkedin.com/in/lzrvs/)

More about us

Infare is the leading provider of competitor air travel data that empowers airlines to make effective pricing decisions. Our mission is to fuel airline systems with high-quality competitor air travel data delivered daily, multiple times a day, or live. For airlines demanding the very highest quality competitor air travel data as a critical piece in driving revenue growth, Infare is the partner of choice.

We are a growing and profitable travel technology company with a global footprint. With headquarters in Copenhagen, we also have offices in Berlin, Nice, and Vilnius, and remote colleagues spread across the globe for customers’ proximity.

We take pride in delivering products and services with the highest quantity and quality of data. We do so by innovating and leveraging the latest technologies. We care for our people, offering personal growth, equal opportunities, and an excellent work-life balance.