Scenic Group is a leading luxury global travel company with offices around the world and has grown over its 35+year history to include award-winning, all-inclusive escorted tours; two award- winning river cruise lines – Scenic and Emerald Waterways; and, in 2019, the World’s First Discovery Yacht – Scenic Eclipse.We are currently recruiting for the role ofTechnical Support Officer 100%The role will be based in Zug (Switzerland) and is reporting to the Applications Manager.Responsibilities• Respond to and resolve Level 1 and Level 2 support tickets within agreed SLAs, ensuring minimal impact on business operations.• Accurately document all support activities, including troubleshooting steps and solutions, in the Helpdesk system.• Proactively manage Online Trade Partner (OTP) requests, ensuring all partner inquiries are
addressed and their onboarding process progresses smoothly.• Achieve successful API integrations for new partners within agreed timelines, enabling direct
bookings into ExpressBook.• Maintain clear and proactive communication with OTPs, providing timely updates and support
throughout the integration process.• Maintain a high standard of customer service, ensuring positive interactions with users and partners.• Exhibit a professional and approachable demeanor in all communications, demonstrating empathy
and understanding of user needs.• Collaborate effectively with the development team and other internal stakeholders to resolve
Level 3 issues and implement solutions.• Identify recurring issues and suggest improvements to application functionality, support processes,
or user training to prevent future occurrences.• Stay updated on changes to in-house applications and support processes, ensuring readiness to
assist users with new features or updates.• Maintain up-to-date and comprehensive documentation of support processes, troubleshooting
guides, and OTP program procedures.• Provide regular reports on support activities, OTP program status, and key performance metrics to
the Applications Manager.• Follow all company policies and procedures, including those related to data privacy, security, and
user support protocols.Skills & Qualifications• Strong understanding of APIs, particularly REST and/or SOAP protocols. Experience with API tools
such as Postman is preferred.• Ability to troubleshoot and resolve technical issues, both independently and collaboratively with
development teams.• Strong written and verbal communication skills, with the ability to explain complex technical
concepts to non-technical stakeholders.• 3+ years of experience in a technical support, integration specialist, or technical account
management role, preferably in the travel, hospitality, or technology sector.• A customer-first attitude with a passion for providing top-tier service to partners.• Ability to manage multiple tasks and projects simultaneously with attention to detail and accuracy.• Collaborative approach to problem-solving, with the ability to work across departments to achieve
goals.• Willingness to work occasional after-hours or on-call shifts as needed to support critical application
issues or project deadlines.• Ability to handle sensitive information with discretion and maintain confidentiality at all times.• Professional demeanor and a commitment to upholding the company’s values and standards in all
interactions.• Fluent in English (German is a plus)Attracted? We look forward to your full application. Follow the link to our recruitment site http://scenicglobal.applytojob.com to apply online
We do not accept any agency resumes for this position. Scenic Tours Europe AG, Dammstrasse 21, PO Box 7743, CH - 6302 Zug