Product Service Desk Specialist

Prague, CZ

Job Description / Skills Required

About Omio

Omio is pursuing a vision of delivering the world's travel inventory to enable journeys to and from anywhere.

As the largest source of travel inventory globally we work with 1000+ suppliers operating in 37 countries in Europe and North America. We are the destination of choice for 700m+ users annually across our two brands: Rome2Rio for global discovery, and Omio for ticketing and journeys. We are growing fast as we launch new geographies, new verticals and new products.  We have offices in Berlin, Prague, London and Melbourne. 

We are a team of more than 300 passionate employees who share the same vision: to create a single experience that helps send travellers almost anywhere in Europe, the U.S. and Canada.

We are now expanding to Latin America, a huge ground transportation market with high potential, in which our Regional VP will lead our strategy establishing local teams and accelerating growth through acquisitions.

Job Description

The Product Service Desk Specialist plays a critical role in ensuring our partners, providers and internal stakeholders receive top-notch technical and service support. This position is responsible for ensuring the resolution of product-related issues raised through the Service Desk, providing guidance and assistance, and maintaining accurate documentation. The ideal candidate will have excellent communication skills, a strong technical aptitude, and a passion for helping others.

Main tasks and responsibilities:

  • Customer Service Support: Provide exceptional customer service to providers and partners, addressing their product issues and concerns. Communicate steps to resolve problems effectively and ensure customer satisfaction.

  • Issue Resolution: Conduct first-level investigations to diagnose and resolve product issues when possible. Triage JIRA tickets to the appropriate Product and Engineering teams and ensure that tickets are addressed according to agreed Service Level Agreements (SLAs). Monitor ticket status and follow up to ensure timely resolution.

  • Maintenance Scheduling: Schedule and oversee maintenance, ensuring minimal disruption to the users. Communicate with partners to keep them informed about maintenance activities and expected downtimes.

  • Collaboration: Work closely with product and engineering teams, customer service and other internal stakeholders, to ensure effective communication and resolution of issues. Act as a bridge between partners and internal teams to facilitate problem-solving.

  • Record Maintenance: Maintain accurate and detailed records of partner interactions, issues, and resolutions. Ensure all support activities are documented in the ticketing system.

  • Training and Documentation: Create and maintain comprehensive internal documentation to support users and improve the overall support process.

  • 3+ years of experience in technical support, customer service, product support or a similar role.

  • Strong technical troubleshooting skills with the ability to diagnose and resolve issues effectively.

  • Excellent communication and interpersonal skills with a customer-centric mindset.

  • Experience with ticketing systems, such as JIRA, and familiarity with SLAs.

  • Strong organizational skills and attention to detail.

  • Ability to work independently and collaboratively in a fast-paced environment.

  • Strong knowledge of Excel, basic knowledge of SQL service desk tools and data analysis tools

  • Proactive problem solver with a passion for continuous improvement.

Our Benefits

  • Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride
  • A competitive and attractive compensation package
  • A diverse team of more than 45 nationalities

Hiring process and background checks

At Omio, we work in partnership with giant screening, once a job offer has been accepted, Giant will be engaged to carry out background screening. Giant will reach out to you via email and occasionally via telephone/text message so that they can gather all relevant information required.’ Consent will be requested prior to any information being passed to our services company.

Diversity makes us stronger

We encourage you to apply even if you’re still developing some of these skills! We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender identity, age or disability.