Product Expert

Salary: £30000 - £35000 per annum
Location: South West London
Sector: IT / Technology / Web, Tour Operator, Training
Job type: Permanent
Date posted: 07/11/2018
Job reference: 21145AV1
Contact: Aiste Vilcinskaite
Contact tel: 0203 887 9444
Are you driven by delivering high customer service in providing technical support to clients? Have you got previous experience working in a technical travel role? If so, we are looking for a Product Expert!

Our Product Expert will be able to deliver industry leading customer service by providing second line functional and technical support to our existing customers on their product software, working with the Customer Support team to resolve 2nd Line issues or escalate them further if required.

*Updating cases logged by Customer Support with full details of the solution and working closely with Customer Support to relay the solutions to the end customer
*Attend Sales handover meetings, Project kick off meetings and weekly project meetings
*Researching more involved cases, including analysing log files/XML requests/interface files, testing different behaviour, running SQL queries against customer databases
*Attend Project retrospectives to ensure our customers receive the best possible implementation experience
*To lead progress meetings with the customer to ensure all issues raised during the implementation are resolved as project priorities change
*Configure Product connectors and Payment gateways.

*At least two years in a customer service-oriented role
*At least two years working in a travel agency, tour operator or travel technology company
*Experience providing functional or technical support on travel technology highly desirable
*GDS training highly desirable
*Bachelor's degree desirable

Knowledge, Skills and Abilities:

*Thorough understanding of how travel agencies operate from both a front office and back office perspective
*Confident in dealing with customers over the phone and in person
*Excellent troubleshooting and analytical skills
*Microsoft Windows and Office proficiency
*SQL skills highly desirable
*Self-motivated and capable of working successfully under minimal supervision
*Able to thrive in a small, fast moving, fluid, and demanding organisation
*Excellent written, verbal, and telephone communication skills
*Fluency in English is essential and proficiency in other languages desirable
*Team player
*Willingness to travel to customer sites periodically


*Functional and technical training will be provided on the company's software products
*User training on the company's CRM system will be provided

For the successful candidate there will be a competitive annual salary and company benefits package which will be discussed at interview stage.

To apply for the position of Product Expert
Click 'Apply' now and submit your CV.

Aiste Vilcinskaite -Account Manager - 0203 887 9444

Due to the volume of applications received, only suitable candidates will be contacted.

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