Support Agent - Philippines (Remote)

Remote, Philippines
Full Time

Provide L1 and L2 support to our aviation customers. Learn and use your knowledge of aviation to support critical functions in airlines and airports.

Our benefits

Hybrid working
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Career growth

About Ink

Ink is an innovative IT company based in sunny Alicante, Spain. The company's diverse product portfolio delivers Passenger Service technology for the travel industry across three channels - Desktop, Mobile and Self Service - from our Cloud Platform.

We provide mission-critical products and services to several international aviation clients and our systems have handled over 50 million passengers for over 100 airlines in airports all over the world.

Our team thrives on the adrenaline of competing against billion-dollar companies using our ingenuity and relying on our desire to out-innovate them.

Alongside existing development teams in Colombia and Serbia, we are growing our team in Spain. Come join us on that journey.

Job Responsibilities

  • Using the Ink support system to respond to and resolve Incidents and Service Requests in line with contract SLAs.
  • Proactively monitoring, prioritising and updating logged tickets.
  • Taking ownership of support activities to see them to a successful and timely conclusion.
  • Provide customers and internal teams with constructive and clear updates.
  • Providing project support as required and suitable to the role.
  • Respond to system notifications and alerts to trigger response from relevant teams i.e. escalation of system performance and outage alerts to Infrastructure and Product teams.
  • Work within the security and Data Protection requirements.
  • Support the Root Cause Analysis (RCA) process.
  • Complete all role and compliance training within agreed timescales.
  • Providing training internally and externally.
  • Actively participate in the creation and maintenance of relevant documentation and improvement initiatives.

Experience and Qualifications

  • 3+ years experience of working in Support or Customer Services preferably in the aviation industry or an IT Service environment
  • Experience in providing technical support.
  • Working for an airline, particularly in the Departure Control process or providing customer support in the Ticketing process (using a Passenger Service System).
  • IT experience and general knowledge of modern computing concepts would be a definite advantage - cloud systems, networking, application performance monitoring, Web communications, servers, and VPNs.
  • Ability to work efficiently in collaboration with a team or on your own.
  • Able to prioritise and manage own workload.
  • Capability to acquire new knowledge and adapt to evolving customer needs.
  • Proficiency in both written and spoken English is essential.

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