Tier 2 Customer Support Agent - Remote

Overview

As a Tier 2 Customer Support Agent at Vio.com, you will proactively resolve critical customer cases in the travel and hospitality industry, ensuring customer satisfaction while maintaining business objectives.

In Short

• Proactively resolve customer cases escalated by partners.
• Make final decisions on case resolutions.
• Communicate effectively with partners and document case handling.
• Open finance cases for costs incurred in resolving issues.
• Assist in backlog management and support escalations.
• Develop expertise in customer relocations and negotiations.
• Ensure 24/7 availability for crisis management.
• Balance customer satisfaction with financial impact.
• Work in a fast-paced environment with a commitment to service continuity.
• Collaborate with teams for long-term improvements.

Requirements

• Experience in customer support, ideally in travel or hospitality.
• Strong problem-solving and negotiation skills.
• Expertise in handling disputes and escalations.
• Excellent communication and documentation abilities.
• Understanding of financial reconciliation in a B2B setting.
• Ability to make decisions under pressure.
• Flexibility to work in a 24/7 operational environment.

Benefits

• Growth opportunities in a diverse culture.
• Competitive compensation and benefits package.
• Remote work opportunity.
• Budget for home office setup.
• Access to mental health support.