Senior Service Delivery Engineer

Role and Responsibilities:

• Customer service including communication via telephone, email, chat or through other social media platforms

• Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s)Ensures delivery of objectives and client expectations are met in accordance with contractual obligations

• Work with various departments to meet maintenance services sales goals, receive and understand accurate account of equipment failures

• Major focus on conducting technical training courses for customers and/or employees in the use of complex situations for multiple products

• Interact with customer and functional organizations to develop specifications for content of courses

• Post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services

• Responsibilities are within the technical customer support function as a generalist or in a combination of disciplines:

• product support specialist

• product support analyst

• systems integration engineer

• technical support

• customer service

• customer training

• sales support

Qualifications and Education Requirements:

• Minimum High School diploma, University student or graduate. Technical experience strongly desired

• Travel Industry background is desired.

• Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus)ITIL/ XML/ SQL/ API Programming

• Experience using Salesforce CRM tool

• Proficient English and Spanish written and oral communication skills

• Demonstrates good time management and priority setting skills

• Demonstrates effective teamwork skills

• Demonstrates ability to work under pressure and handling complexity

• Must be organized, able to multi-task and work in all areas as needed

• Proven analytical and troubleshooting skills

• Excellent customer service skills