About AgodaAgoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership,â¯enhancing the ability for our customers to experience the world. Our Purpose â Bridging the World Through Travel We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone. The Opportunity: If you are looking for a rewarding and exciting career in technical helpdesk, we want you! We are currently looking to recruit Helpdesk Specialists to be based in our Malaysia office. This is a fantastic opportunity to develop your technical skills while working for a fast-paced company that invests in its employees.Job Overview:The Helpdesk Specialist is a specialized role within our Operations team, which is responsible for troubleshooting technical issues, Jira tickets, and being the subject matter expert on processes.In this Role, youâll get to:Be the point of contact for agents for tech issues and process related questions within Agoda tools and RTA toolsProvides technical support to agents by researching and answering questions, troubleshootingConducts research into unknown technical problems, keeps track of tickets to ensure completeness and highest integrity and qualityPerform deep dives on help desk reporting data in order to identify areas of improvementPrepare reports as necessary or slides as necessaryShare and seek out best practices and knowledgeAccountable for meeting individual KPIs and team goals and following proceduresIncrease operational efficiencies within the team, and improve interdepartmental workflowsFollow up on open tickets and influence tech teams for prioritization. Ability to push for fixes or escalate issues as needed is imperative. Excellent follow up skills to ensure that all tickets are closed in a timely mannerTraining other staff members on troubleshooting and diagnosing problemsWriting, editing, Help desk training material for new and updated processes What youâll Need to Succeed:We are looking for individuals that have an excellent command of spoken and written EnglishDegree in Computer science, information technology, or similar degree preferredPossess 1 â 2 years technical helpdesk experience â Jira ticketing a plusExcellent problem solving and follow up skills to ensure all tickets are closed in a timely mannerNaturally curious: passionate about identification of root causes and solving problems at the rootExperience using SQL and building reports to influence prioritization of technology resources. Excellent Organization and time management skills, analytical skills, attention to detail and accuracyIntermediate computer and Microsoft Excel skillAbility to learn new systems quicklyAbility to translate customer issues into actions for the engineering and product teams, achieving positive customer resultsAbility to work in a highly dynamic environment and is open to change in responsibilities, workflows, as needed by the businessEqual Opportunity Employer At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a personâs merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy .To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.
