Technical Support Specialist

Travel Innovation Group; Ellesmere Port; On-site; GBP 21,000 - GBP 25,000; Full time

Job summary

A travel technology firm in the UK is seeking a Technical Support Specialist to provide high-quality support for their InfiniteTech products. This role involves troubleshooting issues, conducting testing, and onboarding new clients, while developing technical expertise. Ideal candidates will have a strong customer service ethic and the drive to engage in extensive training. The role offers a supportive environment that encourages professional growth. Competitive salary and benefits are provided.

Benefits

Bonus and additional benefits

Supportive work environment

Personal development opportunities

Qualifications

• Previous experience in testing, GDS’s, Postman or Visual Studio Code is desirable.
• Willingness to take extensive training on technical and non-technical aspects.
• Customer service ethic to deliver effective and professional support.

Responsibilities

• Serve as first-line support for technical and product queries.
• Troubleshoot and communicate resolutions to clients.
• Escalate technical issues with clear information.
• Onboard new clients with various user stories.
• Conduct regression and release testing.
• Create and deliver release notes and training.
• Monitor product health and create dashboards.
• Develop a knowledge base for internal and external use.
• Be a technical expert on the product offering.

Skills

Customer service ethic

Troubleshooting

Attention to detail

Tools

Postman

Visual Studio Code

Job description

Shift pattern
Monday to Friday, between 09:00 – 17:30

Salary
£25,000, plus bonus and additional benefits

Department
Technical Integrations

About the role:

This role sits in Technical Integrations, the team who look after our InfiniteTech products. From providing expert technical support to developing new ways for us to connect with our tour operator, travel agent and technology partners, we’re always busy with exciting new projects!

You’ll be working within a supportive environment where new ideas are championed and personal development is encouraged to help you flourish.

The Technical Support Specialist will deliver high quality system updates and enhancements through detailed testing, client support, ensuring our products, applications and systems are working as expected. They’ll also provide support and be recognised as a subject matter expert on internal systems and GDS systems – don’t worry, we’ll provide full training on these!

Tasks & responsibilities include:

• Serving as first-line support for all technical and general product queries via multiple channels.
• Troubleshooting client and internal issues thoroughly and communicating resolutions to the end user in a precise and clear fashion, with working examples and documentation.
• Escalating technical issues to the team, Calrom and Technical Integrations Manager with clear and precise information and examples to ensure a swift resolution.
• Working alongside the Implementation Manager and the wider team to onboard new clients with various user stories.
• Regression testing and release testing of new features and products.
• Creating and delivering release notes and training for internal and external use.
• Monitoring health and usage via our alerting and monitoring systems, flagging issues, and creating monitoring dashboards to create a robust overview of our product usage and stability.
• Being a part of creating a wide knowledge base for internal and external use, via documentation and Portal management.
• Being a technical expert for our product offering including InfiniteAPI, InfiniteCache, InfiniteTicketing and customer GDS integrations

We think you’ll be a great fit if you have:

• Previous experience in testing, GDS’s, Postman, Visual code studio is desirable but not required.
• The willingness to take on extensive training on all technical and non-technical aspects of the role.
• A strong customer service ethic to deliver effective and professional support.
• The outlook to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the product.