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Technical Support Specialist

Job Category:

BPO / KPO / Shared Services

Job Level:

Entry Level

Open Date:




Close date:


Client Overview:

Carlson Wagonlit Travel (CWT) is a global leader specializing in business travel management and our travel counselors know that teamwork and great results have no boundary. We are proud to have been named the most admired Travel Management Company – and we are even more proud that we achieved it together. Whether we are booking government travel, advising on international security or establishing relationships with global corporations, we work as a family. We support each other. We grow as a team. And to us, that’s what makes a world of difference.

Client Industry:


Job Description and Qualification:

  • Assist travelers with queries on online booking tools/customer travel profile

  • Handle both calls and e-mails involving technical troubleshooting for issues pertaining to online booking tools and travel profile set ups

  • Ensure that calls and e-mails are handled with sensitive approach towards SLA

  • Ensure that "First Level Resolution" (FLR), is provided or proper escalation protocol followed

  • Ensure that tickets are logged on Service Now, for all calls and e-mail interactions

  • Provide and maintain a high level of Customer Satisfaction

  • Ensure that Proper follow up is done on issues escalated to Level 2, till the issue is closed (Ownership)

  • Adherence to accurate Service Now ticket log procedure

  • Adherence to Service Now and Moxie Mail Management process

  • Ensure team and effective communication is displayed all times (High on Voice Capabilities)

  • Ensure that Key performance indicators like; quality/AHT are achieved consistently

  • Ensure that the traveller is provided resolution in minimum possible time by coordinating with concerned departments

  • Ensure expected login hours delivered on daily basis

  • One should foster ethical environment and respect company policies 


  • Open to Fresh Grads and undergraduates

  • Bachelor’s/Associate degree in any field

  • Excellent communication skills

  • Willing to work in graveyard shift and BGC

  • Can start ASAP