Incident Analyst (Service & Support)

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.