Expression of Interest - Product Support Analyst

Serko is a technology company focused on global business travel and expense management. The company is seeking Product Support Analysts to provide technical and functional support for Serko.ai, troubleshoot client issues, manage escalations, document solutions, and contribute to product improvement and quality assurance.

What you'll do:

• Deliver Remote Support: Provide primary technical and functional support via phone and email, addressing routine client queries and application issues
• Resolve Client Issues: Investigate and resolve problems promptly while keeping clients continuously updated on resolution progress
• Manage Escalations: Recognize complex technical issues and escalate them effectively following established protocols
• Document & Knowledge Share: Maintain detailed records of all client communications and technical solutions in the internal system, contributing to team best practices and the knowledge base
• Continuous Learning: Proactively build and maintain deep product knowledge, attending relevant training sessions to enhance technical capabilities
• Drive Process & Product Improvement: Identify and report opportunities for workflow enhancements, product improvements, or potential expansion sales to key stakeholders and management
• Support Quality Assurance: Assist with issue troubleshooting and product release testing as directed by management

What they're looking for:

• An absolute commitment to customer satisfaction, paired with a positive, proactive attitude and a passion for helping users succeed
• Exceptional written and verbal communication skills, with the proven ability to converse confidently with both non-technical end-users and IT specialists across all levels of an organization
• Strong diagnostic capabilities to analyze issues, evaluate operational contexts, and deliver effective technical solutions
• Hands-on experience and proficiency in leveraging AI tools to enhance productivity, optimize support workflows, and assist in problem resolution
• A solid understanding of business solutions within a corporate context, alongside the versatility to collaborate on cross-functional initiatives outside your core domain
• Prior exposure to corporate travel management, booking systems, or the broader travel technology ecosystem

Benefits:

• A discretionary incentive plan based on individual and company performance
• Access to a learning & development platform
• A committed budget for development
• Opportunity to own your own career pathways