Premier Helpdesk Analyst (m/w/d) German

We are looking for GDS specialists to support our customer service team at the forefront, providing both advisory and technical assistance across a comprehensive travel technology portfolio.

Our client is a leading provider of travel technology, powering millions of travel bookings worldwide - from flights and car rentals to hotels.

We are seeking a Premier Helpdesk Analyst (m/f/d) with German language skills who enjoys working in a customer-focused, technical environment.

Location: Bucharest, Romania

Work Schedule: 40 hours per week

Key Responsibilities:

• Provide helpdesk support across a broad range of travel technology products, covering both functional and technical topics. Manage incidents via multiple support channels, including but not limited to phone, web submissions, chat, and email.
• Identify, analyze, and accurately troubleshoot reported issues to minimize impact on users. Resolve issues directly where possible or escalate them to the appropriate internal teams or service providers in line with established escalation procedures.
• Adhere to defined resolution and escalation timelines to ensure high service quality and continuously strive to improve performance. Expand product and application knowledge on an ongoing basis to enable fast and effective problem identification and resolution.
• Log, monitor, and track incidents using an incident management system, ensuring timely updates and proper resolution. Support the identification of recurring issues and trends to help improve overall service quality and user satisfaction.
• Take ownership of issue resolution for key customers. Ensure all interactions are handled promptly, professionally, accurately, and in accordance with internal policies. Actively promote available self-service support options where appropriate.

Requirements:

• At least 2 years of knowledge of working experience within a travel agency, tour operator or airline environment. GDS knowledge - Galileo GDS experience required. Candidates with experience in other GDS systems would also be considered.
• Experience with CETS or any other leisure tool is welcome but not required.
• Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach. Strong team player with excellent German and English communication skills.

We offer:

• Hybrid work model
• Competitive salary with bonus scheme
• Generous holiday allowance plus additional year-end days off
• Medical and life insurance coverage
• Monthly flexible benefits allowance
• Choice of meal vouchers, gift cards, language courses, travel discounts, and more

Department IT Operations & Support Role Service Desk Support Locations Bucharest Remote status Hybrid