Technical Support Specialist

The Partner Services team at Skyscanner cares for the technical end-to-end journey of our clients through our efforts in onboarding, live support and client optimisation. As the main point of contact between our clients and the rest of the business, we create and maintain healthy connections, amplify clients’ voices, and advocate for their needs throughout the business.

About the Role:

• Follow internal workflow processes and work with various internal tools to debug and resolve common client issues.
• Collaborate with other teams to identify solutions to client issues.
• Perform in-hours triage function following defined processes to ensure service level agreements.
• Maintain external documentation and internal playbooks and collaborate with the team on project work.
• Consistently manage client expectations and grow your knowledge and expertise of Product, Services, and Tooling.

Required Skills/Experience:

• Previous Relationship management/Account management experience, ideally in a technology organisation.
• Experience working with technical integration documentation with the ability to evaluate API product requirements.
• Experience with constructing API requests using tools such as Postman, SoapUI or similar and evaluating the resulting XML or JSON structures appropriately.
• Experiment by applying continuous improvement principles (e.g. Lean and agile); you are able to spot opportunities to automate and reduce waste, and put in place solutions within your own scope of influence.
• Build relationships and communicate clearly with business partners and key stakeholders on straightforward issues/topics.
• You empathise with clients, and can adequately communicate their needs back to your team.
• Curiosity to learn – avidly seeking knowledge on internet economy and client management best practice.
• Demonstrate a strong personal workflow/ the ability to manage multiple competing tasks/priorities.
• Ability to problem solve, uncover root causes and address those issues at scale.
• Excellent written and verbal communication skills.

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