Product Support Analyst

Serko Ltd.

. Provide primary technical and functional support via phone and email for routine client queries and application issues .

Posted 9/29/2026full-timeDallas • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer-centric focus and exceptional communication skills while providing technical support and problem resolution. Proficient in leveraging AI tools to enhance productivity and optimize support workflows within a corporate context.

Highest-signal resume keywords

Customer-Centric FocusExceptional Written And Verbal Communication SkillsStrong Diagnostic CapabilitiesProblem-Solving SkillsAI Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Positive AttitudeProactive ApproachAbility To Communicate With Non-Technical Users

Industry Keywords

Corporate Travel ManagementBooking SystemsTravel Technology EcosystemTechnical SupportWorkflow Enhancements

About the role

Key responsibilities & impact

Provide primary technical and functional support via phone and email for routine client queries and application issues
Investigate and resolve client problems promptly while providing updates on resolution progress
Recognize complex technical issues and escalate them according to established protocols
Maintain detailed records of client communications and technical solutions in the internal system
Contribute to team best practices and the knowledge base
Build and maintain deep product knowledge through relevant training
Identify and report workflow enhancements, product improvements, and potential expansion sales opportunities
Assist with issue troubleshooting and product release testing as directed by management

Requirements

What you’ll need

Customer-centric focus and commitment to customer satisfaction
Positive, proactive attitude and passion for helping users succeed
Exceptional written and verbal communication skills
Ability to communicate with non-technical end-users and IT specialists across all organizational levels
Strong diagnostic capabilities and problem-solving skills
Ability to analyze issues and operational contexts and deliver effective technical solutions
Hands-on experience and proficiency in leveraging AI tools to enhance productivity, optimize support workflows, and assist in problem resolution
Understanding of business solutions within a corporate context
Versatility to collaborate on cross-functional initiatives outside the core domain
Prior exposure to corporate travel management, booking systems, or the broader travel technology ecosystem (preferred, not essential)

Benefits

Comp & perks

A competitive base salary
Discretionary incentive plan based on individual and company performance
Access to a learning & development platform
Committed budget for development
Opportunity to own your own career pathways