We have a great opportunity for a remote client facing Technical Support Consultant with a B2B travel-tech background and 2nd line support expertise, including GDS and OBT (Concur, AeTM, KDS or GetThere) to join a global travel-tech provider.
Reporting to the Team Leader Customer Service and Support, you will act as a product expert in the multi-faceted operation of Travel and Expense software, providing consultancy, guidance, assistance to external customers such as product functionality, problem solving as well as day to day operations.
The Technical Support Consultant must understand customer business goals, communicate effectively and propose added value technical solutions to meet client expectations.
As second-line support, you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable to both our customers and business partners.
Receive client service requests via the ikare portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issues and respond within the established SLA's.
When appropriate provide consultative guidance to customers towards the resolution of their service requests.
Manage customer requirements for enhancements with Product management. Build and maintain excellent client relationships on an operational level.
Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction.
Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve customer issues/questions.
Be the point of escalation for unresolved client’s issues and escalate to other internal departments as necessary to ensure timely resolution.
Analyse each support request for the root cause, determine if the issue could be prevented by changes in the software or business processes and outline change recommendations.
Communicate all bugs to our Quality Assurance and R & D teams in line with current processes
Essential core skills required:
Minimum of two years consecutive experience in a customer-centric and or technical role within a travel and or expense related B2B company.
Working knowledge of either Amadeus; Galileo or Sabre.
Customer-focused and able to deliver extremely high levels of customer satisfaction.
Strong knowledge of the business travel industry and preferably although not essential the business expense industry.
Must possess strong analytical, written, and verbal communication skills.
Excellent working experience in preparing & delivering high-quality presentations to customers.
Extensive knowledge of business travel industry related products and must be highly technically adept.
Must be a strong team player that can work collaboratively across multiple teams.
Passionate, self-motivated with a can-do attitude
Location: Home working with occasional office visits in London.