You’ll want to know about the department that our role is in…

Our Systems team are the gateway between our client facing brands and our development company Calrom. Responsible for coordinating bug fixes, test plans, system releases; they ensure both our bespoke travel systems and integrations are running seamlessly.

The role:

This role sits within a Level 1 Help Desk (Software Support), providing quality service to our airline and travel trade customers, as well as other teams within the business internally.

Tasks & responsibilities include:

• Be the first point of contact for these customers when they require any assistance.
• Investigate queries from customers during their usage of our systems.
• Investigate technical queries and problems, including working with XML and JSON files
• Investigate fare and pricing related queries
• Answer any general questions from customers about our products
• Understand customer businesses and how they use our products
• Investigate and escalate any reports of outages and down time
• Provide support and be recognised as a subject matter expert on designated products and systems
• Assist in User Acceptance Testing (UAT) of new functionality, fixes, and version upgrades
• Liaise with system development teams, product owners and other relevant teams
• Contribute to knowledge base comments and articles to further internal and external knowledge transfer
• Produce document processes, user guides & FAQs and deliver training
• Investigate all queries to see if we can provide a fix or answer, triaging to the relevant department if we are unable to assist
• Follow issues through to resolution in conjunction with various departments
• Communicate updates, answers and fixes to customers as required
• Carry out User Acceptance Testing plans created as required
• Suggest practical improvements to processes
• Look to increase online documentation and self-help system usage

The successful candidate will:

• Be a committed, enthusiastic, and supportive team member
• Answer emails and cases within set standards and timescales
• Be aware of company and team goals, aims and SLA’s and strive to achieve at every opportunity
• Deliver an efficient and professional service to customers
• Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings
• Compile accurate business communications and reports as required
• Assist other departments when and where necessary to ensure business continuity and minimum standard performance
• Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the product
• Aim to self-learn/develop skills and understanding of industry practices, procedures and policies that would impact on the team
• Ideally have knowledge of net airline fares & rules or groups airfares & rules (but training will be provided)
• Ideally have knowledge of booking & pricing via GDS (but training will be provided)
• Ideally be comfortable reading XML requests and responses (but training will be provided)
• Be commercially astute with a strong customer service ethic
• Have knowledge of Outlook, Excel & Word
• Maintain high levels of accuracy, whilst managing time well