Overview
Journey Cannock Wood, England, United Kingdom
Product Support Specialist - Cannock at Journey. You will be responsible for providing the highest level of customer care and improving the customer experience for our Experience Management and eCommerce product solutions for luxury clients, ensuring they have the best possible experience using our platforms.
What You'll Do
[Role Overview]
* Answer incoming phone calls and online chats politely and professionally.
* Accurately log support incidents received by phone and online chat.
* Work through tickets in the support system according to priority and follow the correct support processes.
* Take ownership and grow your knowledge and skill set.
* Progress 1st line tickets, escalating to appropriate departments when required.
* Communicate effectively with colleagues to ensure market-leading service.
* Coordinate with 3rd party suppliers on behalf of the clients when required.
* Provide clients with timely status updates and ticket closure communications.
In addition to everyday support desk duties:
* Install Journey Hospitality software.
* Perform software upgrades.
* Create knowledgebase articles or tutorials for the online Support Centre and internal knowledgebase.
* Assist clients and 3rd party IT in troubleshooting network/operating system issues impacting Journey software performance.
* Assist in feedback and assessment of software releases and relevant update documentation.
* Identify upsell opportunities for all Journey products.
* Be aware of, and work towards, company and department OKRs.
What You'll Bring
* 1-2 years of experience in a software support, account executive or training role.
* Experience in the Hotel/Spa industry or using software applications from the industry is advantageous.
* Good written English and verbal communication skills.
* Logical with an enquiring mind; able to troubleshoot and support the development team where necessary.
* Process oriented; follows processes and provides input for improvements.
* Comfortable in a high-paced, deadline-driven environment.
* Willingness to excel; conscientious and collaborative.
* Enjoys building client relationships and helping clients realise the potential of our software.
* Strong people skills and commercially minded.
* Great communication and diligence.
* Fast learner, accountable and ambitious.
* Detail-oriented with a focus on creating processes and systems.
* Ability to work independently in a high-pressure environment.
* Good listening skills and ability to anticipate business needs.
* Ability to develop relationships with 3rd parties and hotel teams.
* Motivated, determined and committed.
* Knowledge or experience of luxury hotels, marketing and technology is advantageous.
What You'll Get
We offer a suite of perks to complement a competitive salary, including flexible working, personal development initiatives and more.
If this sounds like a place you will thrive, we look forward to hearing from you soon.
About Us
Think of your role here as more than just a job; it's about shaping your future, one hotel at a time. We are a team of innovators, strategists, storytellers, and engineers who love hotels, get results, and provide great online experiences for hoteliers and their guests.
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