Expression of Interest - Product Support Analyst
About The Position
Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace. We are proud to be an equal-opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact. Make an Impact Ready to shape the future of intelligent business travel? Serko is looking for two ambitious Product Support Analysts (Level 1) to join our North American team in Dallas (Southlake) as we scale Serko.ai, our breakthrough AI-powered flagship platform. Serko.ai is redefining how global enterprises navigate travel and expense management by combining predictive intelligence with effortless user experiences. In this high-impact role, you will be on the front lines of innovation—delivering first-class technical support, troubleshooting product inquiries, and ensuring our corporate clients seamlessly leverage the full power of Serko.ai's cutting-edge features.
Requirements
- 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.
Nice To Haves
- Prior exposure to corporate travel management, booking systems, or the broader travel technology ecosystem is advantageous, but not essential.
Responsibilities
- Provide primary technical and functional support via phone and email, addressing routine client queries and application issues.
- Investigate and resolve problems promptly while keeping clients continuously updated on resolution progress.
- Recognize complex technical issues and escalate them effectively following established protocols.
- Maintain detailed records of all client communications and technical solutions in the internal system, contributing to team best practices and the knowledge base.
- Proactively build and maintain deep product knowledge, attending relevant training sessions to enhance technical capabilities.
- Identify and report opportunities for workflow enhancements, product improvements, or potential expansion sales to key stakeholders and management.
- Assist with issue troubleshooting and product release testing as directed by management.
Benefits
- A competitive base salary and discretionary incentive plan based on individual and company performance
- Access to a learning & development platform, committed budget and opportunity for you to own your own career pathways.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
