Overview
Join to apply for the Product Support Specialist - Cheltenham role at Journey.
Journey is a leading hotel marketing agency, revolutionising the luxury hospitality and travel industry through creativity, industry knowledge, and digital disruption. We work with the world’s best luxury hotels and resorts to empower growth and increase revenue through innovation, collaboration, and technology solutions.
What You'll Do
[Role Overview] You will be responsible for providing the highest level of customer care and improving the customer experience for our industry leading Experience Management and eCommerce product solutions for our luxury clients, ensuring they have the best possible experience using our platforms.
[Responsibilities]
* 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 following the correct support processes.
* Take ownership and pride in growing your own knowledge and skill set.
* Progress 1st line tickets, escalating to the appropriate departments or channels when required.
* Communicate effectively with colleagues to ensure we can provide market-leading service.
* Communicate with 3rd party suppliers on behalf of the clients when required.
* Provide status updates and close tickets to clients in a clear and timely manner.
In addition to everyday typical Support Desk duties
* Install Journey Hospitality software.
* Perform upgrades on Journey Hospitality software.
* Create knowledgebase articles or tutorials for the online Support Centre and the internal knowledgebase.
* Assist clients and 3rd party IT in troubleshooting network/operating system issues that may impact Journey software performance.
* Assist in feedback and assessment of software releases and 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 working in the Hotel/Spa industry or using software applications from the industry would be advantageous.
* Good written English and verbal communication skills.
* Logical with an enquiring mind; keen to get to the bottom of issues and provide troubleshooting support for the development team where necessary.
* Process oriented; following our processes, and providing input on how they can be improved.
* Comfortable working in a high paced, deadline driven environment.
* An eagerness to excel; a conscientious worker who takes pride in the team’s work.
* Enjoys building client relationships and helping them realise the potential of our software in their business.
What You'll Get
Success is a mutual game, which is why we invest heavily in our team. We believe in true partnerships that reward equally, so in return for working with us to achieve our ambitious goals, we offer a suite of perks to complement a competitive salary, including flexible working, personal development initiatives and much more.
Does this sound like somewhere you will thrive? We look forward to hearing from you soon.
About Journey
Think of your role here as more than just a job; it's about shaping your future, one hotel at a time. We're a team of innovators, strategists, storytellers, and engineers, all with a few things in common. We love hotels, we get results, and we provide great online experiences for hoteliers and their guests.
Job Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Customer Service
* Industries: Software Development
#J-18808-Ljbffr