Customer Support Analyst, Mumbai

Mumbai, India

As we surge forward in the early stages of our growth mission, we’re expanding the TripStax team with the appointment of a Customer Support Analyst.

TripStax Technologies Ltd is an exciting new venture crafted from within the ATPI Group as a driver for technological disruption within the travel industry. For many years, the ATPI Group has been a dominant global Travel Management Company (TMC), building proprietary technologies to service the increasing demands of its client base. TripStax takes these market leading solutions and separates them into a completely new business with a vision to revolutionise how the travel industry consumes and utilises technology and travel content.

Launched to market in March 2022, TripStax is a fully connected modular stack of proprietary travel tech tools for TMCs. It is driven by ‘The Core’, a powerful central data processing architecture which consumes and manages profile, booking and finance data on behalf of 8 industry leading tech modules including; Analytics, Approve, Content, Docs, Mobile, Portal, Profile and Track.   Learn more here –

As TripStax is a newly formed business, we have a start-up mentality, however unlike a typical start-up we have a significant technology portfolio already in place with over a million users and several million transactions flowing through the stack. We have an established management team, consisting of a combination of ATPI Group employees who we brought across and new talent that we brought in as a result of our first investment round. We’ve also brought across over 70 existing ATPI product owners, developers etc and have recruited a number of new roles to bolster the new tech structure.  We have conquered the initial separation milestones, raised additional capital, launched the business in a big way within the industry and started getting traction over and above the revenue from ATPI’s global user base. We now need to accelerate the next phases of TripStax’ evolution, which primarily involve professionalising the structure of our teams and how we operate as a tech business. Having solid operationally foundations is key to rapid revenue growth for TripStax.

Therefore, TripStax has created the role of Customer Support Analyst. We are looking for an enthusiastic individual who has a passion for excellent customer service with a strong team player attitude.

Working as part of a growing team, responsible for resolving and triaging customer support tickets within agreed SLAs. Ability to work on multiple tickets at a time, updating tickets appropriately and keeping customers informed, through to resolution. Creating relevant support articles which are linked to customer support tickets and tracked in our document repository to support the wider team.

We’re not big on hierarchy and we want to drive this business forward as a family of expert, hardworking individuals who share a common desire to make an impact in an industry which has spent too long bound by its legacy foundations. That said this role is a position that requires strong customer support and team player focus, building on communication, team relationships in a supportive and collaborative environment.


An excellent technical background and understanding of triaging 1st and 2nd line support tickets, with solid experience delivering support and sharing knowledge. The successful candidate will be comfortable working in a flexible supportive team with strong customer support and a proactive approach to problem solving.

The position will be based in India.

Key responsibilities are:

  • Resolve customer support tickets raised in Jira ticketing system
  • Triage customer support tickets to the correct teams
  • Create resolution articles which are linked to the tickets in Jira via Confluence to aid team learning and support
  • Follow up with customers, provide feedback and updates on each ticket and see through to resolution
  • Use excellent customer service skills to exceed customers’ expectations
  • Report back to Technical Support Writer any missing support documents for future reference
  • Proven working experience in providing customer service / help desk support
  • Team player attitude
  • Great verbal and written communication skills
  • Ability to multi-task and meet deadlines
  • Understanding of SQL databases
  • Basic SQL scripting skills
  • Understanding of Travel Industry terminology
  • Knowledge of ITIL framework
  • Proven working experience of Jira and Confluence

One of the most exciting developments in building the foundations of TripStax has been our ability to identify our vision, mission and core values leading to a great people first culture.

Our core values are:

  • Rise to the occasion
  • Our customers are our lifeblood
  • Keep questioning
  • Self-awareness
  • Live life

If all this lights a little fire in you and you have the desire to be part of something big and be seen for your contribution, ping us an email at [email protected] and tell us a little about yourself and your ambitions for the future.