Customer Support Agent

About the role

Axis Data is seeking a Customer Support Agent to join its international Customer Support department. You will be the first point of contact for destination offices and tour operators, handling incidents, questions, and service requests related to the company’s IT solutions for the travel industry.

Key responsibilities

• Receive and process customer calls and emails regarding product and service incidents.
• Diagnose, resolve, or appropriately escalate application issues.
• Maintain customer satisfaction through courteous, effective communication and efficient processes.
• Track escalated issues and keep clients informed of progress.
• Research answers using knowledge‑base resources and other tools.
• Identify urgent situations and forward them to second‑level support.
• Stay up‑to‑date with system changes, updates, and new information.

Required profile

• Working knowledge of the travel industry, preferably hotel inbound business.
• Proven customer service experience.
• Experience with bug‑tracking systems is a plus.
• Background as an IT trouble‑shooter for software applications is advantageous.
• Fluent written and spoken English and Spanish; additional languages are welcome.
• User‑level proficiency with Microsoft Office applications.

Required skills

• Microsoft Office

What we offer

• Dynamic, flat‑hierarchy environment that values initiative and pro‑activity.
• Opportunity to work with a multinational team serving 66 offices across 22 countries.