Customer Support Specialist

About TPConnects TPConnects (TPC) is a leading SaaS Travel Technology company headquartered in Dubai, UAE. Since our founding in 2014, we've been at the forefront of revolutionizing airline retailing and distribution, empowering airlines and travel agencies to offer seamless booking and servicing experiences with dynamic personalization capabilities. We are proud to support the industry's shift toward Modern Airline Retailing through solutions built on IATA's New Distribution Capability (NDC), One Order, ARM, and IFG standards. Our mission is to deliver flexible, innovative technology that adds value and accelerates time to market—free from the limitations of legacy systems. With over 160 team members representing more than 20 nationalities across 14 countries, including 140 based in Dubai, we foster a vibrant, multicultural environment where talent is recognized and celebrated. Join us to be part of a fast-growing, future-focused company shaping the next generation of travel technology. About the Role We are looking for a highly motivated Customer Support Specialist with a strong background in the airline and travel domain and technical troubleshooting skills. This role involves assisting clients with technical issues related to our platform, ensuring smooth operations, and enhancing user experience. The ideal candidate will have expertise in airline reservations, NDC/IATA/IFG standards, and API integrations. Role Title Customer Support Specialist Role Location Warsaw, Poland Key Responsibilities Provide exceptional customer support via email, chat, and phone to address technical inquiries and resolve issues promptly. Troubleshoot technical and operational issues related to TPConnects' Products and Services. Troubleshoot API log files and assist clients with integration issues using tools like Postman. Work closely with Product teams to escalate issues and track resolutions. Collaborate with these teams to identify and provide input for product improvements. Assist customers in understanding and utilizing airline reservation flows and agency operations through our platform. Maintain a high level of customer satisfaction by following up on unresolved issues and ensuring timely resolutions. Maintain accurate records of customer interactions, common issues, FAQs, and Standard Operating Procedures to enhance support efficiency. Monitor and report on client feedback to contribute to continuous improvement of the support process and solutions offered. Requirements 3 years of experience in customer support, technical support, or a related role Background in airline, travel, or GDS (Amadeus, Sabre, Travelport) systems Good understanding of API's (XML and Json message formats) with knowledge of NDC API's Understanding of Payment Gateways like IATA IFG Strong troubleshooting and problem-solving skills Excellent communication skills in English Ability to manage multiple inquiries efficiently in a fast-paced environment Experience using ticketing systems (Zendesk, Freshdesk, JIRA, or similar) A customer-first mindset with strong empathy and patience We are offering: A rare opportunity to participate in creating travel tech solutions and influence how they shape the world Trust that you are an expert in your field and we can rely on you Stable employment based on an employment contract. We want you to join us for years to come. Hybrid work in the very center of the city (our office is located at ul. Tadeusza Czackiego 15/17 in Warsaw) Non-wage benefits: medical care and sports card Opportunities to develop and implement your ideas - we want to make sure that everyone has a real impact on what our products look like And a lots of more :)