Customer Service Technical Support

Job description

Contact Center Executive - Customer Service

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel.

We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets.

We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none.

And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day.

In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality.

We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

We are seeking a Global Contact Center Executive to join our dynamic Contact Center team.

In this role, you will support our clients and suppliers, contributing to one of our core missions: delivering unique holiday experiences to our customers .

This opportunity is open to candidates currently residing in Jundiaí .

Role Overview

The primary responsibility of this role is to assist clients—including tour operators, travel agencies, and end customers—with their inquiries, liaise with suppliers, and manage bookings in alignment with the standards and procedures of the Operations Department.

The goal is to address client needs efficiently and effectively.

Key Responsibilities

• Engage with callers in a professional and enthusiastic manner, representing HBX Group with excellence.
  
  
• Provide accurate and helpful information in response to client inquiries.
  
  
• Document all call activity clearly and accurately in the Back Office system.
  
  
• Respond promptly and precisely to online and email requests.
  
  
• Monitor and manage bookings, including reservations, special requests, amendments, and cancellations.
  
  
• Escalate issues appropriately, following Contact Center protocols.
  
  
• Maintain high standards of service quality and professionalism.
  
  
• Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  
  
• Adhere to all company policies and procedures.
  
  
• Follow assigned schedules and adapt to changes based on call volume.
  
  

Required Skills and Qualifications

• Strong customer service orientation and active listening skills.
  
  
• Proficiency in English (spoken and written).
  
  
• Excellent verbal and written communication, with attention to grammar and clarity.
  
  
• Problem-solving mindset with persistence in resolving issues accurately and efficiently.
  
  
• Ability to follow detailed instructions independently.
  
  
• High attention to detail and adaptability.
  
  
• Consistent focus and enthusiasm throughout the work shift.
  
  

If you are passionate about customer service, communication, and creative problem-solving, we encourage you to apply today!

Note: Only candidates currently living in Jundiaí will be considered for this position in the Hybrid Model.

At HBX Group, we believe that diversity drives innovation and makes travel a force for good.

We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents.

Join us and be part of a team where diversity and equal opportunities really do make a difference.

Technical Support Engineer (Infra Focused)

Our client is a Business Intelligence platform enabling customers to connect multiple data sources (e.g., Excel, SQL) into a unified environment, build interactive dashboards, apply formulas, and customize via plugins, scripts, and embedding.

The product supports both SaaS and on-prem deployments.

Support is organized into 4 pods: Analytics, DevEx, Data, and Infra.

About Role and Team:

Our Technical Solutions team spans the globe and uses the SWARM model for our tools, processes, and organizational structure.

This shift focuses on driving a collaborative, rewarding environment that measures value creation and team playing.

Our team is aligned directly with our Product and Engineering teams through a robust Subject Matter Expert program.

We are employing best-in-breed tools along with processes co-authored or directly influenced by our team.

We believe in the power of great customer experience, and the happiest customers are made by having the happiest team helping them.

Responsibilities

• You will handle customer questions and issues by combining business acumen with technical assessment skills.
  
  You will perform troubleshooting of issues both through the our UI and the terminal.
  
  
• You will work closely with Senior team members to develop your skills and technical expertise within specific areas of the product, with ongoing opportunities to grow.
  
  
• You will partner with Customer Success Managers, Technical Account Managers, and Product to recognize trends in customer feedback and translate customer needs into a better overall product.
  
  

Work Hours : This role is dedicated to supporting our APAC region.

For colleagues based in Brazil, the standard working hours are 6:00 PM to 3:00 AM (BRT) to ensure seamless collaboration with our global teams and clients.

Main Skills

• Proven experience in B2B customer support , supporting software platforms or technical products in a customer-facing environment.
  
  
• Strong proficiency in Linux/Unix environments , including CLI navigation, file management, and log analysis for troubleshooting.
  
  
• Solid understanding of networking fundamentals , including the OSI model and protocols such as TCP/IP, DNS, and HTTP/HTTPS.
  
  
• Foundational knowledge of containerization and orchestration technologies (e.g., Docker, Kubernetes).
  
  
• Familiarity with cloud and infrastructure models , including Cloud, On-premise, and Hybrid environments.
  
  
• Understanding of ITIL principles and production service standards, including SLAs, SLOs, and SLIs.
• Strong communication skills , with the ability to clearly explain complex technical issues to stakeholders.
  
  

Nice to Have

• Hands-on experience with Kubernetes (deploying and managing resources).
  
  
• Basic proficiency in scripting (e.g., Bash, Python).
  
  

Soft Skills and Competencies

• Strong analytical and problem-solving mindset with a data-driven approach.
  
  
• High attention to detail with the ability to prioritize, multitask, and meet deadlines.
  
  
• Ability to work effectively both independently and as part of a team.
  
  
• Proactive attitude with a strong focus on customer support and service.
  
  
• Motivation to learn, grow, and contribute to a collaborative environment.
  
  
• Excellent English communication skills (written and spoken).
  
  
• Strong customer empathy and ability to adapt communication style accordingly.
  
  
• Ability to set clear expectations and consistently meet agreed timelines.
  
  

IT Technical Support Engineer (ATLAS)

We are looking for a highly motivated and detail‑oriented IT Technical Support Engineer to join our ATLAS (Automation of Customer Life Cycle across SAP) team.

In this role, you will play a critical part in supporting the end‑to‑end lifecycle of SAP solution landscapes for enterprise customers — from onboarding through offboarding.

You’ll work across teams to ensure landscapes are accurately configured, monitored, and transitioned through key lifecycle stages while delivering high‑quality, reliable support.

This role is ideal for someone who enjoys problem‑solving, collaboration, and ownership , and who thrives in a fast‑paced, customer‑focused environment.

Your role and responsibilities

• Manage and drive resolution of customer issues in collaboration with internal and external support teams.
  
  
• Investigate and resolve tickets raised via Jira (and soon ServiceNow ).
  
  
• Validate customer landscape configurations, lifecycle statuses, and key milestones using internal tools.
  
  
• Identify root causes of discrepancies (e.g., incorrect system statuses, missing dates) and implement corrective actions.
  
  
• Coordinate with internal and customer‑facing units (CFUs) to ensure clear ownership and timely resolution.
  
  
• Ensure operational data (fulfilment dates, landscape statuses, etc.) is accurate and compliant with internal policies.
  
  
• Support reliability and availability efforts aligned with Site Reliability Engineering (SRE) principles.
  
  
• Document solutions and contribute to knowledge bases, process wikis, and operational documentation.
  
  
• Mentor new team members during onboarding, feature rollouts, or process changes.
  
  
• Recommend process improvements and automation opportunities to enhance efficiency and service quality.
  
  
• Create and analyze reports using Microsoft Excel and PowerPoint to track trends and performance metrics.
  
  

Qualifications and Requirements

• Experience in IT Technical Support, customer operations, or enterprise system support.
  
  
• Advanced English.
  
  
• Exposure to ITSM frameworks (e.g., ITIL).
  
  
• Hands‑on experience supporting at least one cloud platform (Azure, AWS, or GCP).
  
  
• Experience working in or alongside Site Reliability Engineering (SRE) teams.
  
  
• Strong analytical and logical thinking skills for troubleshooting complex issues.
  
  
• Excellent communication and stakeholder management skills across technical and non‑technical teams.
  
  
• Familiarity with ticketing tools such as Jira or ServiceNow .
  
  
• Ability to prioritize effectively in a fast‑paced, high‑volume environment.
  
  
• A strong sense of ownership with a proactive approach to problem‑solving and process improvement.
  
  
• Willingness to learn complex systems and contribute to continuous operational improvement.
  
  

Nice to Have

• Understanding of SLA/KPI‑driven operations .
  
  
• Familiar with SAP ATLAS .
  
  
• Experience supporting enterprise B2B software solutions , ideally SAP‑related.
  
  

Required Skill Profession

Recrutamento E Marketing De Pessoal