Expression of Interest - Product Support Analyst

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.

Requirements

• 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.

What you'll get to do

• Deliver Remote Support:
• Provide primary technical and functional support via phone and email, addressing routine client queries and application issues.
• Resolve Client Issues:
• Investigate and resolve problems promptly while keeping clients continuously updated on resolution progress.
• Manage Escalations:
• Recognize complex technical issues and escalate them effectively following established protocols.
• Document & Knowledge Share:
• Maintain detailed records of all client communications and technical solutions in the internal system, contributing to team best practices and the knowledge base.
• Continuous Learning:
• Proactively build and maintain deep product knowledge, attending relevant training sessions to enhance technical capabilities.
• Drive Process & Product Improvement:
• Identify and report opportunities for workflow enhancements, product improvements, or potential expansion sales to key stakeholders and management.
• Support Quality Assurance:
• Assist with issue troubleshooting and product release testing as directed by management.

What you'll bring

• Customer-Centric Focus (Essential):
• An absolute commitment to customer satisfaction, paired with a positive, proactive attitude and a passion for helping users succeed.
• Communication & Stakeholder Engagement:
• 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.
• Analytical & Problem-Solving Skills:
• Strong diagnostic capabilities to analyze issues, evaluate operational contexts, and deliver effective technical solutions.
• AI & Tech Proficiency:
• Hands-on experience and proficiency in leveraging AI tools to enhance productivity, optimize support workflows, and assist in problem resolution.
• Commercial Acumen & Adaptability:
• A solid understanding of business solutions within a corporate context, alongside the versatility to collaborate on cross-functional initiatives outside your core domain.
• Travel Industry Experience (Preferred):
• Prior exposure to corporate travel management, booking systems, or the broader travel technology ecosystem is advantageous, but not essential.

Benefits

• At Serko we aim to create a place where people can come and do their best work. Offering competitive benefits that support you as an individual.
• Some of the benefits we offer at Serko are:
• A competitive base salary and discretionary incentive plan based on individual and company performance
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your own career pathways.