Location
Home working, with occasional visits to Manchester or Ellesmere Port
Shift pattern
Flexible working between the hours of 08:00 – 18:00. Times to be agreed with Line Manager
Tasks & responsibilities include:
* Handle support issues across our product base
* Triage, troubleshoot, and attempt to resolve problems reported by end users
* Investigation, creation, escalation and the management of product defects, reporting to the development team
* Creation of detailed product analytical reports for the Project teams, and Stakeholders.
* Ensure customers are kept updated on the progress of their support issues
* Create, review, and maintain product documentation and training material
* Work closely with the development team to understand customer issues and ensure speedy resolution of those issues
* Build a detailed knowledge of our product offerings to be able act as a subject matter expert for future enhancement and development efforts
* Act as the ‘voice of the customer’ within the development centre
* Focus on continual service improvement
* Manage Major incidents during business hours to ensure rapid service restoration
The successful candidate will have:
* Travel Knowledge and experience of Amadeus, Sabre, or other GDS (not essential)
* Excellent written and verbal communication skills
* A patient nature and ability to deal with customers via the in-house ticketing system (Zendesk)
* A flexible attitude and the ability to perform under pressure
* A commitment to quality and a thorough approach to the work
* The ability to work well within a team whilst still demonstrating the ability to work independently (with no/minimal supervision) and using own initiative
* Knowledge of online travel booking systems (not essential)
* Knowledge of product support, preferably within a software or travel company
* Experience in working in an ‘ITIL framework’ support environment (preferred but not requisite)
What you’ll get:
* Flexible and home working policies.
* 33 days annual leave, including bank holidays.
* 5% matched company pension contribution.
* Modern offices with great spaces to kick back and relax – there’s even an on-site gym and bar in our Cheshire Oaks office!
* Internal training academy to support your learning and personal development.
* Additional company benefits to support your wellbeing and happiness!
About us and the department the role sits in:
As a fast-growing SaaS company, Calrom has a proven record of delivering innovative software for international airlines. We’re also part of the Travel Innovation Group, made up of Lime, Calrom & Aviate who all provide unique services to the travel trade.
The Service & Support team are the service professionals of Calrom, acting as the gateway between the customer and development teams to handle and escalate Service & Support issues across our airline solutions. They’ve got a wealth of knowledge about our products, acting as subject matter experts for future developments, plus pro-active problem-solving skills to ensure swift resolutions to tickets raised.
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