Customer Support Agent

For our Customer Support department we are seeking a Customer Support Agent. The Customer Support department manages incidences, questions and requirements from our Destination offices as well as from our end clients, Tour Operators. Responsibilities - Receive customer calls via mail of incidents for products and services, solve or escalate them accordingly to next level when necessary. - Ensure customer satisfaction through courteous and effective communication, problem solving and efficient processes. - Diagnose and resolve application issues. - Track issues escalated and follow up to keep clients/users informed. - Research and respond questions using available information resources (knowledgebase, other available tools). - Identify and escalate situations requiring urgent attention (2nd level). - Stay current with system information, changes and updates. Requisitos: - Working knowledge of the travel industry essential, preferably hotel incoming business. - Customer service experience essential. - Experience with bug tracking systems, preferable but not essential. - Working experience as an IT trouble shooter in software applications, preferable but not essential. - Languages: English & Spanish (fluent written and spoken). Other languages are very welcome. - Knowledge of Microsoft Office Applications user level.