Contact Center Support Specialist – Bangkok based

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Bangkok, Thailand

About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team: 

The CEG TECH team is responsible to ensure smooth delivery of information systems across a global network of multi-channel Contact Centers of our Customer Experience Group. We operate in 14 different countries, whether in the office, working remotely, or traveling, we enable everyone to stay connected.  

The Opportunity: 

For our team in Bangkok, we are looking for candidates with a high level of IT Support experience in Contact Center environment. Successful candidate will have experience working with modern Contact Center infrastructure, as part of a Virtual team supporting remotely sites across the globe, and an IT career with us provides excellent growth opportunities in an exciting, multicultural environment. 

In this Role, you’ll get to:  

  • Interact with staff (mainly Contact Center agents) through a series of actions, either face-to-face or over the phone, via chat or e-mail to help set up systems or resolve issues 
  • Monitoring core routing systems and propose improvements (within or without existing platform) interface with vendors & internal partners for system support and functional development. 
  • Managing small projects and efficiency improvements for (mainly) the Contact Center team (from business specification until successful hand over after deployment). 
  • Managing operational questions and issues with key vendors/internal partners (equipment break/fix, voice quality problems, interaction flows routing, etc). 
  • Contribute to keep computer and Contact Center systems running smoothly and ensure users get the maximum benefit from them.
  • Monitor and maintain systems / take appropriate actions in case of technical alarming together with local IT staff.
  • Troubleshoot system and network problems, diagnosing and reporting/following up anomalies to the appropriate teams.
  • Act as second level support to investigate potential booking related errors and provide adequate feedback to requestor.
  • Act as second level support to investigate and consolidate potential booking related errors and escalate to the appropriate department. (More towards area of incident management) 
  • Responding to breakdowns or technical outages and act as technical incidents manager by actively communicating with other departments in order to restore functionalities.
  • Facilitate and actively participate for business specification, configuration, planning, testing and validation of interaction flows.

What you’ll need to succeed:  

  • At least 2 years of experience with Contact Center/work optimization platforms (like Avaya/Genesys/Verint / …. or similar). 
  • Experience with practical IT troubleshooting and optimization and experience supporting typical office applications (SharePoint online, desktop suites, Virtual Desktop solutions, etc.). 
  • Having experience in Contact Center environment is a strong asset. 
  • This person with a strong analytical mindset, should have a positive and open attitude with a desire to succeed and grow within a challenging role. 
  • Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds).
  • Customer service mindset.
  • Ability to work well with others.
  • Positive & open attitude, desire to succeed and grow in the role.
  • Excellent verbal and written communication skills in English 

#singapore  #kualalumpur #newdelhi #Malaysiai #chennai  #bangkok #thailand

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.





Meet the Team

Pattararat Kongkietvanitch Working with talented people at Agoda has improved my skills and accelerated my career progression. Given the scale that Agoda handles, learn new things every day and have been given the opportunity to work with different tech and business stacks from end to end. Pattararat Kongkietvanitch Development Manager

Discover Bangkok

Agoda Careers - Bangkok Our operating headquarters are based in the Thai capital of Bangkok, where we employ over 2,000 people from around the globe. While it’s 30°C+ outside, Agodans don’t sweat, knowing they have the coolest jobs out there. If you’re successful at getting a role based in Bangkok, we’ll provide relocation support for you and your family to help you move and settle into your new environment. Read More

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Contact Center Support Specialist – Bangkok based
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