Senior Customer Support Engineer

PROS; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company where your customer support skills can shine! As a Senior Customer Support Engineer, you'll engage with customers, providing timely solutions and fostering strong relationships. This role offers the chance to work in a dynamic environment, ensuring customer satisfaction while utilizing your expertise in the aviation industry. With a commitment to innovation and excellence, you'll be part of a team that values your contributions and encourages personal growth. If you're ready to take the next step in your career and make a real impact, this opportunity is for you.

Qualifications

• Strong customer service background with experience in the aviation industry.
• Proficient in using GDS and MS Office tools.

Responsibilities

• Provide timely answers to technical inquiries over email.
• Develop strong relationships with customers through daily interactions.
• Monitor application performance and generate reports.

Skills

Excellent written and spoken English

PC literacy

Aviation/Travel Industry experience

Customer service experience

Analytical and problem-solving skills

Ability to prioritize and manage tasks

Flexibility for shifts

Education

Aviation/Travel Industry education

IATA courses

Tools

GDS systems

MS Office

Job description

PROS, Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

A Day in the life of the Senior Customer Support Engineer:

• Provide timely answers to customers technical inquiries over email;

• Develop strong relationships with customers and partners through daily interactions;

• Help customers get the most of the products;

• Ensure that all customer contacts are handled in an efficient, effective and customercentric way;

• Execute specific platform and software configurations;

• Generate various reports;

• Monitor applications performance via dedicated tools;

• Maintain up to date knowledge of the tools and services provided by the company. Write detailed descriptions of the investigations/ actions performed;

• Escalate complex inquires to peers and management.

• Work on shifts;

Required Qualifications – About you:

We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors:

• Excellent written and spoken English language skills;

• Good PC literacy, MS office;

• Aviation/Travel Industry education or experience;

• IATA courses and qualifications;

• Previous experience of working with a GDS;

• Ability to prioritize and manage multiple tasks in a fast-paced environment;

• Dynamic and self-directed – ability to work independently with little direct supervision;

• Flexibility on both day and night schedules; weekend and public holidays availability will be required;

• Prior customer service experience in an international company;

• Very good analytical and problem-solving skills;

• Ability to learn fast.

Skills & Personal Characteristics:

• Ownership

• Innovation

• Care

Why PROS?

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Work Environment:

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.