Premier Helpdesk Analyst | Philippines

Travelport; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

Travelport in Manila seeks a Premier Helpdesk Analyst to support its global product portfolio and valued customers. You will join a team delivering technical and customer support across the Travelport suite in an international environment.

This role emphasizes proactive troubleshooting, SLA-driven incident handling, and collaboration with colleagues worldwide. Training and career growth are available in a dynamic travel technology setting.

Qualifications

• 2+ years in travel industry roles or travel tech environments.
• Experience using Global Distribution Systems (GDS), Galileo preferred.
• Excellent written and spoken English communication.

Responsibilities

• Provide Helpdesk support across Travelport products via phone, email, chat and web channels.
• Troubleshoot issues quickly, minimize customer impact, and ensure timely resolution.
• Follow established escalation and resolution processes with SLA adherence.
• Log and monitor incidents in Travelport's system and keep customers updated.
• Identify recurring issues to improve customer satisfaction and operations.
• Own cases from initial contact to resolution with a customer-focused approach.
• Promote self-service tools to help customers resolve issues efficiently.

Skills

GDS knowledge

Customer service

English proficiency

Problem solving

Team collaboration

Tools

Galileo

CETS

Job description

Travel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that keeps the world moving, look no further.

Travelport is the technology behind millions of travel bookings worldwide, from flights and hotels to car rentals and unforgettable journeys. Our solutions help travel agencies and businesses deliver seamless travel experiences every day. While we can't prevent flight delays or lost luggage, we can simplify the technology that powers travel, and we're looking for talented people to help us do just that.

Why this role is a great move for you

As a Premier Helpdesk Analyst, you'll join a global team supporting some of Travelport's most valued customers. This is an excellent opportunity to deepen your travel industry expertise while building valuable technical and customer support skills in an international environment.

At Travelport, you'll:

• Work with leading travel technology used across the global travel industry
• Develop expertise in GDS systems and travel operations
• Collaborate with international teams and customers worldwide
• Strengthen your problem-solving and technical troubleshooting skills
• Build a strong foundation for future growth in travel technology and customer operations
• Benefit from comprehensive training and continuous learning opportunities

How you'll make an impact

We're looking for experienced travel industry professionals and GDS specialists to provide guidance and technical support across the Travelport product portfolio.

Your role in action

You will:

• Provide Helpdesk support across the full Travelport product range, addressing both functional and technical issues through phone, email, chat, and web-based channels.
• Troubleshoot reported issues quickly and accurately, minimizing customer impact and ensuring timely resolution.
• Follow established resolution and escalation processes while maintaining service level commitments.
• Log, monitor, and manage incidents through Travelport's Incident Management System, ensuring customers receive regular updates.
• Identify trends and recurring issues that can help improve customer satisfaction and operational performance.
• Take ownership of customer issues from initial contact through resolution, delivering a professional and customer-focused experience.
• Promote Travelport self-service tools and resources that help customers resolve issues more efficiently.

We're open to candidates from a variety of travel industry backgrounds who bring strong customer service skills and a passion for problem solving.

You will stand out if you have:

• At least 2 years of experience within a travel agency, tour operator, airline, or travel technology environment.
• Experience using Global Distribution Systems (GDS), with Galileo knowledge highly preferred. Experience with other GDS platforms will also be considered.
• Strong customer service skills and the ability to build trusted customer relationships.
• Excellent English communication skills, both written and verbal.
• A proactive, solutions-focused mindset and strong attention to detail.
• The ability to work effectively in a collaborative, team-oriented environment.
• Experience with CETS or other leisure booking tools is advantageous but not required.

Discover why our teams love working here

We're proud to be a diverse and inclusive organization that reflects the customers and communities we serve. At Travelport, every employee is encouraged to contribute ideas, share perspectives, and challenge the status quo in a supportive and respectful environment.

What you’ll gain

This role is more than a support position. It's an opportunity to build a rewarding career in travel technology.

• Global exposure through collaboration with international colleagues and customers
• Transferable skills in technical troubleshooting, customer support, and problem solving
• Career development opportunities across operations, training, product support, and specialist functions
• A collaborative and supportive team environment
• Continuous learning and professional growth opportunities

Hear from our team

Search #Travelport on LinkedIn to learn more about life at Travelport and hear directly from our employees.

Travelport is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations are available throughout the recruitment process for candidates with disabilities.