Product Support Specialist
Cheltenham
Department & Division & Location: Support, Product Tech, Cheltenham / Cannock
Reports to: Support Manager
Role
You will be responsible for providing the highest level of customer care and improving the customer experience for our industry leading Experience Management and eCommerce product solutions for our luxury clients ensuring they have the best possible experience using our platforms.
Key responsibilities which may include:
- Answer incoming phone calls and online chats politely and professionally.
- Accurately log support incidents being received by phone and online chat.
- Work through tickets in the support system according to priority and following the correct support processes.
- To take ownership and pride in growing your own knowledge and skill set.
- Progress 1st line tickets, escalating to the appropriate departments or channels when required.
- Communicate effectively with colleagues and be a great team player to ensure we can give market-leading service.
- Communicate with 3rd party suppliers on behalf of the clients when required.
- Communicate effectively with the clients following status updates and closure of a ticket.
In addition to everyday typical Support Desk duties:
- Install Journey Hospitality software.
- Performing upgrades on Journey Hospitality software.
- Create knowledgebase articles or tutorials for the online Support Centre and the internal knowledgebase.
- Assist clients and 3rd party IT in troubleshooting network/operating system issues that may be impacting Journey software performance.
- Assist in the feedback and assessment of software releases and relevant update documentation.
- Identify upsell opportunities for all Journey products.
- Be aware of, and work towards, company and department OKRs.
What You Bring
We’re a collective of disruptive thinkers, digital specialists and tech pioneers. But above all, we’re a family. We win together, and lose together. And we pride ourselves on our ethos of culture first, capability second.
- Strong people and communication skills. Commercially minded.
- Fast learner, accountable and ambitious.
- Passionate about detail, data and order. Bent on improving processes and systems.
- Ability to work under your own initiative in a highly pressured environment.
- Driven to be an expert in our industry and be ahead of our competitors.
Please click on Apply Now and complete an online application.
