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

Product Support are the service pros of Calrom, acting as the gateway between the customer and development teams to handle and escalate product support issues across our airline solutions. They’ve got a wealth of knowledge about our airline products to act as subject matter experts for future developments, plus problem-solving skills to ensure swift resolutions to tickets raised.

The role:

As we continue to grow, we’re looking to enhance and expand our quality support and assurance team. Level 2 Product Support is a key role between our customer and development teams, responsible for receiving, handling and escalating product support issues across our airline teams.

Tasks & responsibilities include:

• Handle 2nd line support issues across our product base
• Triage, troubleshoot, and attempt to resolve problems reported by users
• Investigation, escalation, creation, and management of product defect reports to the development team
• Creation of detailed and useful product defect reports for the development team
• Ensure customer are kept updated on the progress of their support issues
• Support the test team in creation, review, and implementation of system test plans, scripts, and harnesses
• 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 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

The successful candidate will have:

• Knowledge of Amadeus, Sabre, or other GDS
• Excellent written and verbal communication skills
• A patient nature and ability to deal with customers over the phone
• 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
• Knowledge of online travel booking systems
• Ideally have the ability to communicate in a foreign language(s) particularly European (i.e. Spanish, French, Portuguese, German, etc)
• Knowledge of product support, preferably within a software or travel company