Technical Support Engineer

We Are Gimmonix

Gimmonix is a leading travel technology innovator that specializes in optimizing and automating online travel booking processes for our clients, as well as streamlining business interaction processes. The company utilizes cutting-edge technologies, including AI, Big Data, and mapping, to streamline mapping processes, automate communication between teams, distributors, and companies, and enhance decision-making in the travel industry. Gimmonix has developed expertly designed products, including HSP, Ratefox, and Mapping. Works that help travel companies grow their business by solving problems such as fragmented data streams, lower margins, and time-consuming manual work.

We offer the most cutting-edge solutions to meet the rapidly growing demand in the travel industry, meaning more and more industry giants are joining the effort.

The role

We are looking for an experienced Customer Support Specialist to help our customers with technical issues related to our products and services.

Customer Support Specialist L3 responsibilities include resolving customers' queries, guiding new clients, recommending solutions, and assisting users with navigating product features and functionalities. To succeed in this role, you should be curious, explore and resolve problems, and be an excellent communicator who can earn the trust of our clients.

Responsibilities

• Provide exceptional technical support to customers, quickly addressing queries and issues through various communication channels.
• Support and answering questions on the system's complex features
• Document customer interactions, technical solutions, and best practices to create an organized knowledge base for internal and external use 
• API integration
• System functionality monitoring by examining logs
• Performance monitoring
• Act as the technical escalation point

What you bring to the team

• Previous experience in Technical Support L3
• Previous experience with the Travel industry or Travel-tech
• English as the mother language level and other languages are a significant benefit
• Eager to learn and tackle complicated problems 
• Experience with APIs, HTTP requests, JSON, and Postman, Insomnia - a MUST
• Experience with calls and training for clients