Technical Account Manager - Business Travel

Location London, Greater London, England
Discipline: Travel Technology, SAAS
Job type: SEED - Permanent
Salary: £35,000-40,000
Job ref: 1

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.