Product Support

Our client is looking for a self motivated Product support 2nd line Specialist. In this technology based Product Support role, you’ll be responsible for providing 2nd level support for clients of the company in regards to software used for travellers.

Working for a highly regarded Travel Management Company, you’ll become an expert in the functionality of the software products offered to clients and be able to offer technical support and training on all systems. Understanding how online booking tools are integral to a successful business travel company, you’ll need to have a passion for technology and have a desire to improve efficiency in this area for your clients.

• The role of Product Support 2nd line will involve a range a daily duties which include (but are not limited to):

• To provide technical support for enquires made to the Product Support by clients or internal staff

• Problem resolution following full process cycle from front end user through to site configuration and technical failures.

• Escalate, log and regularly review site issues up to point of resolution.

• Drive client self-sufficiency and reduce reliance on the support team for 'how to’ enquiries.

• Log all client enquires using help desk software to ensure trends can be analysed.

• Escalate incidents to 3rd Level support for further investigation or site updates where required.

• Provide support and assistance to the wider organisation for demos, training and adhoc client meetings.

Working Monday- Friday hybrid 3 days in the office 2 from home, this is a full time position in a busy and welcoming office environment.

If you’re interested in hearing more about this Product Support 2nd line role, please check you meet the following criteria and apply now with your CV for further information!

• Experience of working with and supporting self-booking systems.

• Experience of in depth troubleshooting and use of XML / GDS server logs.

• Excellent customer service skills.

• A strong team player

• Inquisitive with the ability to use own initiative to solve problems in a methodical manner.

• An excellent communicator who makes the complex look simple.

• Clear communicator, able to articulate key messages to a diverse audience

Don’t miss this opportunity to work for such an iconic Travel Management Company where you will know your hard work and commitment is appreciated, plus have the chance to develop a rewarding career as you go!