- Provide first level contact and solutions to customer technical issues.
- Escalate unresolved inquiries appropriately to the next level of support.
- Track, route, and redirect issues to the appropriate resources.
- Follow up with customers, provide responses and feedback, and take ownership of issues to resolution.
- Ensure proper registration, documentation and closing of tickets.
- Utilize excellent customer service capabilities and exceed customer expectations.
- Install and configure the technology to be used in the company, that is, the equipment, operating systems, programs and applications.
- Diagnose software and hardware problems.
- Maintain IT inventory.
- Prepare reports on the status of the company's equipment and systems.
- Demonstrate a commitment to ALG core values.
- Degree in Information Technology, Computer Science or an equivalent subject.
- Previous experience in providing technical support.
- Working knowledge of support software, databases and remote control.
- Strong customer service and communication skills.
- Advanced troubleshooting, problem solving and multitasking capabilities.
- Fluent English language skills.
- Certifications related to technical support are preferred, ITIL (optional).
- Advanced knowledge of Microsoft Windows and Office.
- Intermediate knowledge of Apple iOS and iPadOS.
- Basic knowledge of Apple Macintosh.
- Intermediate knowledge of Google Android.
- Ability to work collaboratively with colleagues in a team environment.
- Vacations : The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
- Resort Brand Management : management of 5-star and 4-star luxury resorts
- Destination Management Services : Best-in-class destination management services provided by Amstar DMC and Worldstar
- Loyalty Program : Exclusive loyalty program Unlimited Vacation Club
- Technology Solutions : Innovative technology solutions provider Trisept Solutions, connecting over 88,000 travel agents with leading travel suppliers.
Customer Support Analyst - Cancún, México - Apple Leisure Group
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Description
At Apple Leisure Group, we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.
Grow your career as a successful Customer Support Analyst within Trisept Solutions. In this role, you will provide assistance or support to the business or employees on issues related to hardware, network, and system maintenance. You can do it in person or remotely, by phone or via email. Customer Support is the core of the proper functioning of most of the processes of a company. But the job isn't just limited to solving problems; the activities cover everything that involves technology in a company, such as customer service, computer maintenance and software updates.
A successful Customer Support Analyst will:
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
A successful Customer Support Analyst will have:
About Apple Leisure Group
As North America's only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:
To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.
About TRISEPT SOLUTIONS
Trisept Solutions is the enterprise operating platform that delivers innovative merchandising solutions for airlines, hotels and resorts, destinations, theme parks and other travel merchants. With 20 years of travel technology innovation, end-to-end traveler engagement and billions of transactions processed each year, this is the world's most sophisticated travel merchandising platform.
Our Values
At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:
Empathy
• Integrity
• Respect
• Inclusion
• Experimentation
• Well Being
ALG's Commitment to Diversity & Inclusion
Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.
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