Expression of Interest - Product Support Analyst

Serko • Dallas, TX

5d • Onsite

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. 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed