Online Travel Support Analyst - with GDS Experience

Auckland, New Zealand
Full time

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

You'll be adding real value to the client experience as well as being able to grow your skill set in the tech world by providing Functional and Technical Support to existing clients about maintenance, installation, use and repair of organisational products and promoting customer satisfaction by managing the relationship with numerous remote accounts.

What you'll get to do

- Managing client issues via our issue tracking systems, email, and telephone, you will play a key role in the Serko team by:

  • Helping solve client problems by creating solutions to product/application client problems and queries.
  • Furthering Serko Global Support's relationships with our clients by "going the extra mile"; being responsive and effective in your communication and adhering to SLAs.
  • Collaborating with the rest of the Serko team by identifying and escalating more complex issues and working with the wider business to get them resolved.

- Escalating process or project improvements to relevant parties within the organisation to enhance the current use of products or reduce incoming call volume and keeping Management aware of potential areas for product, services and education sales.

- Assist with issue and product release testing as and when needed.

What you'll bring

  • You love getting to the bottom of things and have a proven flair for problem-solving - You have extensive proven ability in effectively troubleshooting problems and testing solutions. You know how to plan and carry out an investigation into a given problem.
  • You have a strong customer service orientation – A lot of people say they have this, but you live and breathe it. You love going out of your way to ensure a customer receives the best possible service from you and your organisation. You grasp the difference between good customer service and superior customer service
  • You're a communicator - Most of our customer interactions are in writing rather than verbal, so you need to have the ability to "translate" technical terms into clear customer-oriented language when writing. You're also able to quickly grasp the nub of complex issues presented by clients. You are able to communicate with both end-users and technical people and act as a go-between.
  • You like dotting i's and crossing t's - You have high attention to detail and quality and take genuine pride in the work that you do.
  • You understand why you do the work you do and what value it brings to Serko - You have a curiosity about the wider business in which you work and a desire to contribute to the company's growth.
  • You demonstrate a desire for personal growth, autonomy and continuous learning.

At Serko we aim to create a place where people can come and do their best work.  This means you’ll be operating in an environment with great tools and support to enable you to perform at the highest level of your abilities, producing high-quality, and delivering innovative and efficient results. Our people are fully engaged, continuously improving, and encouraged to make an impact.

Some of the benefits of working at Serko are:

  • A competitive base salary and discretionary incentive plan based on individual and company performance
  • KiwiSaver covered with employee contributions match up to 3% of salary, and life insurance.
  • Health & Wellbeing: Discounted Southern Cross Health Insurance, access to confidential support, guidance and counselling service, wellbeing and voluntary leave, and free flu shots.
  • Parental Leave Coverage: 20 weeks on full pay, return-to-work support, plus partners 3 weeks of paid leave.
  • Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your career pathways.


Hit the ‘apply’ button now, or explore more about what it’s like to work at Serko and all our global opportunities at

Serko is an NZ Immigration Accredited employer and holds the NZ Advanced GenderTick Accreditation.

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Serko Ltd does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
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