Product Support Analyst - AI Travel Tech (Level 1)

Serko Ltd; Texas; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Incentive plan

Learning platform

Job summary

Serko Ltd is seeking two Product Support Analysts (Level 1) to join the North American team in Dallas (Southlake). You will deliver remote technical and functional support for Serko.ai, investigate and resolve client issues, and manage escalations with a focus on continuous improvement.

You will document solutions, deepen product knowledge, and contribute to knowledge sharing. The role emphasizes customer-centric service, strong communication, and analytical problem-solving, with opportunities

Qualifications

• Customer-oriented mindset with a proactive attitude and dedication to user success.
• Strong written and verbal communication across technical and non-technical audiences.
• Analytical problem-solving skills to diagnose issues and craft effective resolutions.
• Hands-on experience with AI tools to assist in support workflows and problem resolution.
• Understanding of business solutions in a corporate environment, adaptable to cross-functional initiatives.
• Experience in corporate travel management or travel tech is a plus, not required.

Responsibilities

• Provide primary technical and functional remote support via phone and email.
• Investigate and resolve client issues promptly, updating clients on progress.
• Escalate complex technical problems following established protocols.
• Document all client communications and technical solutions in the internal system.
• Continuously build product knowledge through training sessions.
• Identify opportunities to improve workflows, product features, or expansion sales.
• Assist with issue troubleshooting and product release testing as directed by management.

Skills

Customer focus

Communication skills

Analytical thinking

AI proficiency

Commercial acumen

Travel industry knowledge

Job description

Serko Ltd is seeking two Product Support Analysts (Level 1) to join the North American team in Dallas (Southlake). You will deliver remote technical and functional support for Serko.ai, investigate and resolve client issues, and manage escalations with a focus on continuous improvement.

You will document solutions, deepen product knowledge, and contribute to knowledge sharing. The role emphasizes customer-centric service, strong communication, and analytical problem-solving, with opportunities