Automation Support Specialist

Manila - Philippines

08 Jul 2024

Manila - Philippines

Full Time - Hybrid


Who are WebBeds?

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences. 

Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Webjet Limited (ASX: WEB) – an ASX 200 listed company operating a global digital travel business.

What makes us stand out?

  • We are a wholesale global travel organisation
  • We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries 
  • We partner with over 430,000 properties in more than 15,000 destinations 
  • We work with more than 44,000 travel companies in 139 source markets 
  • We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

Job Purpose:

The Automation and Support team at WebBeds play a vital role in driving digital transformation and supporting the smooth execution of automated processes, and supporting tools. The purpose of this role is to monitor digital workers, perform human in the loop activities, document process workflows, refine processes, collaborate with project managers, and provide support to customers and internal partners. 

By leveraging automation technologies and utilizing analytical skills, the Automation and Support Specialist ensures the accuracy, efficiency, and effectiveness of automated processes, ensures that operational tools are being used effectively and identifies areas for focus and improvement, contributing to operational excellence and customer satisfaction.

Key Responsibilities: 

  • Monitoring and Support: Monitor the performance of digital workers and automated processes, ensuring their accurate and efficient execution. Perform human in the loop activities as needed to ensure accuracy and completion of tasks.
  • Documentation and Process Refinement: Document process workflows and standard operating procedures (SOPs), ensuring clear and comprehensive instructions for operational activities. Continuously refine and optimize automated processes to improve efficiency and effectiveness.
  • Collaboration and Project Support: Collaborate with project managers and cross-functional teams to complete assigned tasks and contribute to overall process improvement initiatives. Share insights and recommendations to support continual improvement efforts.
  • Customer and Internal Partner Support: Provide support to customers and internal partners, troubleshooting issues and addressing inquiries related to automated processes. Answer tickets and resolve help desk inquiries promptly and professionally, ensuring high levels of customer satisfaction.
  • Data Compilation and Analysis: Compile data and collaborate with Business Intelligence (BI) teams to gather information for reporting and analysis. Utilize analytical skills to derive meaningful insights and provide data-driven recommendations for process optimization.
  • Troubleshooting and Issue Resolution: Utilize problem-solving and troubleshooting skills to identify and resolve issues related to automated processes promptly. Take proactive measures to minimize disruptions and ensure smooth operations.
  • Continuous Learning and Industry Awareness: Stay updated with industry trends and emerging technologies in automation and process optimization. 

Key Measures: 

  • Process Efficiency: Ensure that automated processes are executed efficiently, striving to reduce cycle time, minimize errors, and optimize resource utilization.
  • Issue Resolution Time: Resolve issues related to automated processes promptly and effectively, aiming for timely resolution to minimize disruptions.
  • Customer Satisfaction: Receive positive feedback from customers and internal partners, indicating their satisfaction with the support provided for automated processes.
  • Documentation Accuracy: Create accurate and clear process documentation, providing comprehensive instructions for operational activities.
  • Data Analysis and Reporting: Gather, analyze, and present data in a meaningful and actionable manner, supporting decision-making and process optimization efforts.
  • Collaboration and Communication: Collaborate effectively with project managers, development teams, and stakeholders, fostering open communication and sharing of knowledge.
  • Continuous Improvement: Contribute to process optimization initiatives, actively identifying opportunities for automation enhancement and efficiency gains.
  • Knowledge and Expertise: Continuously enhance knowledge and expertise in automation technologies, process optimization methodologies, and related tools and platforms.
  • Teamwork and Support: Provide effective support to customers and internal partners, maintaining a customer-focused mindset and delivering high-quality assistance.

Job Qualifications: 

  • Strong understanding of automation technologies, robotic process automation (RPA) platforms, and workflow management tools.
  • Proficiency in documenting process workflows and standard operating procedures (SOPs).
  • Familiarity with workflow management tools and platforms used for process automation.
  • Understanding of process optimization principles and methodologies.
  • Understanding of customer service principles and the importance of delivering exceptional support.
  • Excellent problem-solving and troubleshooting skills with the ability to identify and resolve issues promptly.
  • Extensive Knowledge of a Ticketing system ( Freshdesh, Zendesk, etc.).
  • Attention to detail and accuracy in executing tasks.
  • Effective communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
  • Ability to work collaboratively in a team environment and manage multiple priorities.
  • Customer-focused mindset with a commitment to delivering high-quality support and maintaining customer satisfaction.

Why choose us as your next destination?

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

  • International highly skilled group of experts from all around the globe 🌎
  • Dynamic environment with the chance to grow, influence & impact change ⚡
  • Disruptive, fast-growing market leader within travel & endless possibilities 💼
  • Culture built on collaboration🤝 empowerment and innovation 💡

Find out more about the WebBeds business at - #LI-Hybrid