Job description Template - camaraitalianabarcelona

J O B
D E S C R I P T I O N
Job Title: Premier Service Manager
Department: Customer Care
Location: Barcelona
TRAVELCLICK is a leading provider of Reservation, e-Commerce and Business Intelligence solutions to
30,000 of the world’s leading hoteliers. Our suite of products and services is powered by web-based
information, software as a service and tools that are critical to hotels revenue and profitability.
Headquartered in New York with offices in Barcelona, Melbourne, Dubai, Singapore, Shanghai, Tokyo,
Atlanta and Schaumburg, IL, we have consistently grown revenue at an average of over 20% per year since
our founding in 1999 from $40M to our current 2011 projection of $225M. We are owned by two preeminent
private equity firms, GenStar Capital and Bain Capital, who together recently recruited a new CEO
with the goal of doubling the company once again.
To fuel our growth, we are seeking seasoned business professionals with the intellectual horsepower, drive
and stamina to double this company worldwide. People with the right skills and experience, but more
importantly, love to work in a dynamic, high growth and values-based environment with a smart, highenergy
team. Learn more about us @ www.travelclick.com.
Come with us and build a legend with us. We look forward to exploring the possibilities with you.
- Our TRAVELCLICK Values -
Customer Focus * Excellence * Global * Integrity * Passion * Respect * Teamwork
Job Summary
The Premier Service Manager works within the Customer Care department of TravelClick and is the
product expert on specific customer facing applications. The Premier Service Manager is the lead resource
and representative for Customer Care to the L3 IT Support Team.
Responsibilities include ticket resolution, proper documentation of outstanding issues, issue research and
trend analysis. The Premier Service Manager responsibility to act as the liaison between Customer and the
L3 IT Support Team with regards to issue resolution/troubleshoot, communication and implementation of
enhancements, changes, problems or updates associated with the products.
Principal Responsibilities:
Being first point of contact for Premier Customers for any support related question and/or doubt
prior to distribution to other departments.
Become the subject matter expert for the Premier Customer Applications, such as Reservation
Services (iHotelier and EZYield Channel Management) and Business Intelligence (HT360,
Rate360, Price Position, Agency360 etc.) including their interaction with other system and internal
processes.
Represent Premier Customer Care in any new product development activities ensuring that the
needs of Customer Care to support the application after implementation are included in
requirements and design.
Assist in the development and documentation of new processes and procedures within the Premier
Customer Care department and with other departments
Creation Date: 02/24/2011 Page 1 of 2

J O B
D E S C R I P T I O N
Become the expert on all aspects of TravelClick's products including their interaction with other
system and their internal processes.
Represent the Premier Customer Care team in internal meetings such as change control, issues
resolution, process and procedure development
Proactively communicates important information/updates to Premier Customer Care regarding
system changes, fixes, changes with other departments
Suggest enhancements to the product that will improve its stability and ability to be supported.
Become familiar with Salesforce – case tagging, tracking and reporting
Ensure issues are completely researched and correctly documented in Salesforce prior to
escalation to other departments. Ensure Premier Customer Care is in compliance with all standards
agreed to with other departments.
Act as the liaison between Premier Customer Care and IT to gather additional information on
system issues, co-ordinate clarification of support requests and validation of changes after changes
are implemented
Requirements
Ideally candidates have experience performing functional Help Desk activities including, but not limited to
ticket entry, ticket escalation, gathering of detailed information from end user, testing and validation of
processed tickets prior to closing them.
Practical experience in the Customer Care area with some type of Help Desk application for issue tracking
is preferred.
Strong communication skills and a collaborative team-orientation are essential.
Experience with the hospitality and travel industry and hotel reservation processing systems or technical
experience at an interactive agency or web development firm is preferred.
Specific requirements for this position are as follows:
· At least 1 years experience in the Customer Care area
· Excellent customer facing skills including ability for organized and timely updates, empathy and ability
to communicate with customers on complex issues via phone or email.
· Experience utilizing issue tracking systems (Salesforce)
· Strong analytical skills and a capacity for creative problem-solving
· Strong written and verbal communication skills
· Familiarity with Internet technologies
· Ability to work independently, without supervision to organize and prioritize multiple project
responsibilities, and to produce quality work under deadline pressure
· Superior work ethic
Language Skills:
Native Italian, German, Polish, French, Russian or Portuguese
Creation Date: 02/24/2011 Page 2 of 2