AI-Powered Product Support Analyst

Serko Ltd; Dallas (TX); Presencial; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Learning & development platform

Descripción de la vacante

Serko Ltd in Dallas (Southlake) is seeking two ambitious Product Support Analysts (Level 1) to join the North American team and help scale Serko.ai, our AI-powered platform. You will deliver technical support, troubleshoot inquiries, and ensure clients leverage Serko.ai features effectively.

You will engage with customers, document issues, and contribute to knowledge sharing while continuously expanding product knowledge and supporting improvement initiatives.

Formación

• Customer-centric approach and dedication to user success.
• Strong written and verbal communication across technical and non-technical audiences.
• Solid diagnostic and problem-solving capabilities.
• Hands-on experience with AI tools to improve productivity and workflows.
• Understanding of business solutions in a corporate setting.
• Exposure to corporate travel management or travel tech is a plus.

Responsabilidades

• Deliver primary technical and functional remote support via phone and email.
• Investigate and resolve client issues promptly and keep users updated.
• Identify and escalate complex issues using established protocols.
• Maintain detailed records of communications and solutions in the knowledge base.
• Build product knowledge through training and self-learning.
• Suggest workflow improvements and opportunities for product enhancements.
• Support QA activities including troubleshooting and release testing.

Conocimientos

Customer-centric

Communication skills

Analytical thinking

AI tools proficiency

Commercial acumen

Travel industry experience

Descripción del empleo

Serko Ltd in Dallas (Southlake) is seeking two ambitious Product Support Analysts (Level 1) to join the North American team and help scale Serko.ai, our AI-powered platform. You will deliver technical support, troubleshoot inquiries, and ensure clients leverage Serko.ai features effectively.

You will engage with customers, document issues, and contribute to knowledge sharing while continuously expanding product knowledge and supporting improvement initiatives.