Tier 1 Support Specialist, K4B

KAYAK, part of Booking Holdings (NASDAQ: BKNG), is the world’s leading travel search engine. With billions of queries across our platforms, we help people find their perfect flight, stay, rental car and vacation package. We’re also transforming business travel with a new corporate travel solution, KAYAK for Business.

As an employee of KAYAK, you will be part of a travel company that operates a portfolio of global metasearch brands including momondo, Cheapflights and HotelsCombined, among others. From start-up to industry leader, innovation is in our DNA and every employee has an opportunity to make their mark. Our focus is on building the best travel search engine to make it easier for everyone to experience the world.

We are seeking a proactive and customer-focused Tier 1 Support Specialist to join our KAYAK for Business team. As a key member of our support team, you will play a crucial role in addressing customer inquiries, resolving issues, and ensuring high satisfaction levels.

Please note, this role will be required to work from our Concord, MA office at least 3 days per week.

In this role, you will:

• Respond to customer inquiries and issues via multiple channels, which may include ticketing systems, email, phone, and chat.


• Troubleshoot and resolve customer problems efficiently, utilizing debugging tools, analyzing logs, and interpreting request/response data to start to diagnose technical issues.


• Collaborate with internal teams, such as Sales, Product, and Engineering, to address customer questions and escalate complex issues.


• Identify trends in customer issues and bugs, documenting and reproducing them for further analysis.


• Contribute actively to team goals, share knowledge through mentorship, and aid in documentation efforts.


• Work closely with some of the fastest-growing companies as their primary support contact, ensuring high customer satisfaction levels.

Please apply if you have:

• A passion for customer support and dedication to making a positive impact on customer experience.


• Strong communication skills, both verbal and written, with the ability to articulate technical issues clearly and tactfully.


• Experience in troubleshooting and problem-solving in a technical support role.


• Ability to work collaboratively with cross-functional teams and external partners.


• Empathy, diplomacy, and composure under pressure when working through customer issues.


• Flexibility to work evenings and weekends.


• Familiarity with Amadeus GDS systems: Flights, Hotels, Cars


• Ability to learn new tools and technologies quickly and a curiosity for learning.

Are you passionate about providing exceptional support to enterprise-level customers? Then join us at KAYAK and help shape the future of travel!

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year


• Focus on mental health and well-being:
  
  
  
  • Company-paid therapy sessions through SpringHealth
  
  
  • Company-paid subscription to HeadSpace
  
  
  • Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
  
  
  • No meeting Fridays
  
  
  
  


• Paid parental leave


• Generous paid vacation + time off for your birthday


• Paid volunteer time


• Focus on your career growth:
  
  
  
  • Development Dollars
  
  
  • Leadership development
  
  
  • Access to thousand of on-demand e-learnings
  
  
  
  


• Travel Discounts


• Employee Resource Groups


• Competitive retirement and health plans


• Free lunch 2 days per week


• Fun quarterly events such as boat trips, arcades, ski trips, Thursday happy hours, and more

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this Massachusetts located role is $35-38.00/hour.

Diversity, Equity, and Inclusion

At KAYAK, we aspire to be a workplace that fosters inclusion and reflects the diverse communities we serve. Hiring people with different backgrounds and perspectives is critical to innovation and to how we deliver great experiences for our users, partners, and teams. We strive to be an open and welcoming environment so that no matter who you are, you can be yourself.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request an accommodation(s).