Omio is pursuing a vision of delivering the world's travel inventory to enable journeys to and from anywhere.
As the largest source of travel inventory globally we work with 1000+ suppliers operating in 35 countries in Europe and North America.
We are the destination of choice for 600m+ customers annually across our two brands : Rome2Rio for global discovery, and Omio for ticketing and journeys.
Simultaneously, we are launching new geographies, new verticals and new products. We have offices in Berlin, Prague, London and Melbourne.
We are a team of more than 300 passionate employees from more than 45 countries who share the same vision : to create a single experience that helps send travellers almost anywhere in Europe, the U.S. and Canada.
Role within a service desk team that acts as a single point of contact for providers, B2B partners and related stakeholders.
The duty of a service desk is to make sure that business partners receive the right help in a well-timed manner, taking care of both incidents and service requests.
Main tasks and responsibilities :
Ensure timely responses to requests from providers, B2B partners and others
Ensure quality services are performed to the agreed SLAs
Advise users on appropriate actions, sometimes tutoring of a user might be required
Identifying and analyzing integration issues through logs and communication files (such as XML, JSON) in order to describe, classify and report them to internal teams or external providers
Following up on issues reported, discussing solutions, providing additional details and ensuring fixing thereof and continuously communicating updates to the reporter.
Providing and maintaining reports and supporting internal teams on frequent questions and tasks
Updating documentation and related tasks to ensure maintenance of knowledge base.
2+ years working in product or B2B service desk support
Problem-solver, curious, eager to learn, team player
Good communication skills to understand and describe problems, discuss solutions and solve problems
Customer service management, user focus
Ownership and initiative
Attention to details
Strong knowledge of Excel, basic knowledge of SQL service desk tools and data analysis tools
Experience developing / refining service desk processes is a plus.