Product Support Analyst - Travel Domain Job in Serko

Product Support Analyst Travel Domain

Location: Bengaluru, Karnataka, India

Employment Type: Full-time

About Serko

Serko is a leading global tech platform revolutionizing business travel and expense technology. We bring together passionate travelers and technologists through the world s largest business travel marketplace. As an equal opportunity employer, Serko celebrates diversity and authenticity to create meaningful impact. With offices in New Zealand, Australia, North America, China, and a new hub in Bengaluru, India, we are expanding rapidly to build a world-class team and innovative products.

Role Overview: Product Support Analyst GetThere

Serko is hiring two Product Support Analysts for our GetThere online booking tool in Bengaluru. You will be at the frontline of customer support, resolving day-to-day client issues and ensuring superior service. Your work will strengthen client relationships and contribute to product and process improvements that drive customer satisfaction.

Key Responsibilities

• Manage and resolve client issues through email, telephone, and issue tracking systems efficiently and professionally.
• Provide effective troubleshooting and solutions for GetThere product and application problems.
• Deliver exceptional customer service by being responsive, communicative, and adhering to SLAs.
• Collaborate with internal teams to escalate and resolve complex issues promptly.
• Identify opportunities for process improvement to reduce incoming support queries and enhance product usage.
• Support product testing and release activities as needed.

What You ll Bring

• Strong problem-solving skills and proven ability to investigate and resolve technical issues effectively.
• Exceptional customer service mindset with a passion for delivering superior support.
• Excellent written communication skills to translate technical terms into clear, customer-friendly language.
• Ability to liaise between end-users and technical teams to ensure accurate understanding and resolution.
• Solid knowledge of travel industry Global Distribution Systems (GDS).
• Prior experience troubleshooting GetThere or supporting corporate online travel platforms is highly preferred.

Why Join Serko?

• Competitive base salary with performance-based discretionary incentives.
• Access to a comprehensive learning and development platform to grow your career.
• Supportive work environment encouraging ownership of your career path.
• Be part of an innovative team driving meaningful change in business travel technology.

Excited to support and innovate in travel technology with Serko s Bengaluru team? Apply today!