Support Center Agent Tier II
About us
JR Technologies, founded in 2015, specializes in innovative travel technology solutions that modernize distribution strategies through our retailing ecosystem, enabling true order and offer management through NDC-based solutions. We create a new customer-centric distribution landscape in the airline industry by developing innovative solutions that allow airlines to know their passenger's preferences and personalize their services accordingly. Our portfolio includes also comprehensive online booking infrastructure and strategic consulting services for travel agencies, TMCs, and corporate travel departments.
Our Vision
Our mission
About the role
Working with us offers many opportunities to experienced professionals who are interested in joining a strong team in a dynamic environment. JR Technologies welcomes people that can share their skills, talents, experience, and interests to grow professionally and build rewarding careers. As an Innovative company, our future depends on a sense of drive, purpose, and urgency to meet customer needs and lead the retailing transformation with us within the travel distribution ecosystem.
The JR Technologies’ Innovation Center is seeking an agile Support Center Agent Tier II to join and work on a decentralized team that values speed and quality.
You will be part of the JR Technologies team whose vision is to deliver personalized, customized experiences in the realm of travel and beyond. The successful candidates will be based in our Innovation Centre in Chania and will report to the Support Center Officer and the responsibilities of the position include:
- Track, route, and redirect problems to the correct resources
- Update customer data and produce activity reports
- Walk customers through the problem-solving process
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommend procedure modifications or improvements
- Monitor the day-to-day performance of systems
- Triage hardware and software faults
- Escalate hardware and software faults to the next level of support (Network/System Admins, DevOps, DBAdmins, Developers)
- Produce activity reports
- Walk First Level Support Engineer through the problem-solving process
- Preserve and grow knowledge of procedures, products, and services
- Prepare, update, or review technical documentation (operation or service manual)
- Availability to work on shifts (night work or public holidays may be required)
- Provide first-level contact and convey resolutions to customer issues when needed
Qualifications and Education Requirements:
- Degree in Information Technology, Computer Science, or equivalent
- Experience in providing IT support for cloud environments (Azure, Google Cloud, or AWS)
- Experience with XML, log monitoring & analysis, MySQL and Postman
- Proficiency in English (Spanish is a plus)
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Military obligation fulfilled for male candidates
Preferred Skills:
- Experience and knowledge of the airline & travel domain
- Working knowledge of MS TFS / VSTS, JIRA, Kibana, and Grafana
What we offer:
- Full-time position based in Chania - on-site exclusively
- Competitive Salary
- Private Health Insurance
- Friendly, pleasant, and creative environment
*Please submit your CVs in English only.