Customer Support Analyst - Temporary Contract

ABOUT DERBYSOFT: Connecting different businesses together is what Derby. Soft’s all about. We make the travel business easier by developing intelligent technology services delivering superior performance for our customers around the globe. We’re passionate about empowering companies to achieve their goals and transforming how companies interact with their customers.

Derby. Soft has been recognized as a distinguished partner to the industry since 2002 offering strengths through exceptional technology and customer service with local operations globally. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.

We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours. What will you do? The Customer Support Analyst is responsible for processing customer support tickets in accordance with SLA standards to ensure timely monitoring, response, and resolution of customer issues.

This role provides 24/7 customer support, ensuring that the service is available to customers at any time. The position requires the collection and analysis of customer feedback, conducting proactive research through data analysis to continuously optimize service quality, and closely collaborating with team members to enhance customer satisfaction.

As a position that directly reports to the Customer Success Manager within the Hospitality business customer support team, this role necessitates independent judgment to analyse and resolve customer issues with the core objective of maintaining customer relationships and ensuring effective fulfilment of customer needs.

A qualified candidate must also be proficient in using relevant customer support tools, conduct preliminary checks and troubleshooting for customer issues, maintain accurate records, and support other daily operational tasks within the team. Ticket Processing: Monitor and process customer support tickets in a timely manner according to SLA standards, ensuring that customer issues receive prompt responses and resolutions.

24/7 Customer Support: Provide round-the-clock customer support services, responding quickly to customer requests, investigating issues, and identifying appropriate internal and external contacts to take necessary actions, ensuring that customers receive the help they need at any time so as to enhance customer satisfaction.

Customer Feedback Collection and Analysis: Proactively gather customer feedback and identify issues and trends through data analysis to provide a basis for service optimization. Proactive Research: Utilize data analysis for proactive research, conducting basic issue investigations (incl: ARI inquiries/order queries), identifying potential problems, and proposing improvement suggestions to continuously enhance service quality.

Priority Management: Determine the priority of requests based on defined criteria while handling multiple customer inquiries to maintain good customer relationships. Customer and Daily Operations: Support daily data loading and pushing, manage, maintain, and update operational processes; proficiently use relevant customer support tools to conduct preliminary checks and troubleshooting for customer issues to ensure accurate and complete record.

Participate in training as assigned by the company. What do we need? Associate degree or above in Tourism, Hotel Management, Information Technology, or related fields. 1+ year of experience in customer support or a related field, familiar with customer service processes and ticket management systems, capable of independently completing assigned tasks.

Proficient in using common customer support tools and software (e.g.: ticket management systems, CRM systems, etc.), with basic computer skills (e.g., using Excel for data processing and reporting) and logical analytical abilities to perform preliminary technical troubleshooting. Basic written and verbal communication skills in English, with the experience to handle inquiries and issues from English-speaking customers.

Strong customer service awareness and frontline experience, able to listen to and understand customer needs/issues and provide corresponding immediate support. Experience in managing multiple different types of tasks and customer issues simultaneously. Good teamwork skills and communication experience, able to effectively communicate with team members to collaboratively achieve work objectives.

Strong learning ability, capable of quickly adapting to new tools and processes, continuously improving personal professional skills. Familiarity with Jira, Service. Now, CSP, and Beacon. Fire is preferred. Why work with Derbysoft? We offer competitive salary based on experience Peer recognition programs Benefits Free coffee!

(To recharge your batteries) Working from home Casual work environment where teamwork is key Nice and comfy office at the city center (Diagonal)! Work with passionate experts who will share their knowledge and help you develop and grow! Please send CV’s in ENGLISH! Please Note: *No agency or contractor resumes accepted *No Visa Sponsorships for this position *No relocation assistance *This is a short term contract position (until March 2027)