Job Title:

Customer Support – Travel Expense Advocate

In this job you will:

Position Summary:

The Customer Support – Travel Expense Advocate will provide 2nd level support to Cytric Expense customers. He/She will require working with applications as well as infrastructure components to undertake analysis, diagnosis and resolution of (end user) incidents, which may range from simple cases to more complicated technical issues. They will have standard operating procedures to support the majority of the incidents. He/she will work with other team members to provide accurate incident resolution and service request management, within the committed SLAs.

Main Responsibilities:

Operational Support:

• Provide support regarding Cytric Expense through our case logging tool

• Provide accurate incident resolution within the established Service Level Agreements (SLA)

• Review incoming case quality and handle escalations through cases; appropriately escalate issues to leadership and other teams if needed

• Proactively identify problem areas, and devise and deliver solutions to enhance the service quality and to prevent future problems

• Assist the team lead with documentation and processes

• Follow up on product evolution, keep functional knowledge up to date and aligned with new features and functionalities

Reporting:

• Reporting:

• Contribute business through reports and analysis, providing qualitative feedback when needed

• Support process improvement opportunities to drive operational efficiencies, proactively share knowledge with other colleagues

Collaboration:

• Work closely with the Team/Stakeholders/Other teams  on incident progress and resolution

• Create documentation for internal and external use with incident resolution and/or training

• Support other technical teams during their investigations

• Any other tasks assigned by your line manager in accordance with your skills and experience

About the ideal candidate:

• Apprenticeship in technical field, tourism, apprenticeship in finance, accounting

• Alternatively academic degree in IT, tourism or comparable

• Good knowledge of travel expenses. Experience in the accounting of travel expenses

• Good understanding of the Travel/Tourism Business

• Proven track record of managing customer service in a SaaS environment

• Previous technical Customer Support experience (preferred but not essential)

• Knowledge of Cytric is an advantage

• Good communication skills both oral and written, good command of the English language

• Can work under pressure, good logical thinking skills, good problem solving skills

• Amenable to work onsite 2-3x a week, on a 50% Hybrid Work Setup

• Amenable to work in BGC, Taguig

• Flexibility on work schedule

Diversity & Inclusion