Incident Analyst

Travel Innovation Group; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading SaaS company is seeking a customer support professional to handle support issues and ensure customer satisfaction. This role offers flexible and home working policies, 33 days annual leave, and opportunities for personal development. The ideal candidate will possess excellent communication skills and a patient nature with the ability to work under pressure.

Benefits

Flexible and home working policies

33 days annual leave

5% matched company pension contribution

On-site gym and bar

Internal training academy

Qualifications

• A patient nature and ability to deal with customers via the in-house ticketing system.
• A flexible attitude and the ability to work well within a team while being independent.
• Experience with online travel booking systems is a plus.

Responsibilities

• Handle support issues across our product base.
• Triage, troubleshoot, and resolve problems reported by end users.
• Manage Major incidents during business hours.

Skills

Excellent written and verbal communication skills

Ability to perform under pressure

Knowledge of product support

Travel Knowledge and experience of Amadeus, Sabre, or other GDS

Experience in an ITIL framework support environment

Tools

Zendesk

Job description

Location
Home working, with occassional visits to Manchester or Ellesmere Port

Shift pattern
Flexible working between the hours of 08:00 – 18:00. Times to be agreed with Line Manager

Tasks & responsibilities include:

• Handle s upport issues across our product base
• Triage, troubleshoot, and attempt to resolve problems reported by end users
• Investigation, creation, escalation and the management of product defects, reporting to the development team
• Creation of detailed product analytical reports for the Project teams, and Stakeholders.
• Ensure customers are kept updated on the progress of their support issues
• Create, review, and maintain product documentation and training material
• Work closely with the development team to understand customer issues and ensure speedy resolution of those issues
• Build a detailed knowledge of our product offerings to be able act as a subject matter expert for future enhancement and development efforts
• Act as the ‘voice of the customer’ within the development centre
• Focus on continual service improvement
• Manage Major incidents during business hours to ensure rapid service restoration

The successful candidate will have:

• Travel Knowledge and experience of Amadeus, Sabre, or other GDS (not essential)
• Excellent written and verbal communication skills
• A patient nature and ability to deal with customers via the in-house ticketing system (Zendesk)
• A flexible attitude and the ability to perform under pressure
• A commitment to quality and a thorough approach to the work
• The ability to work well within a team whilst still demonstrating the ability to work independently (with no/minimal supervision) and using own initiative
• Knowledge of online travel booking systems (not essential)
• Knowledge of product support, preferably within a software or travel company
• Experience in working in an ‘ITIL framework’ support environment (preferred but not requisite)

What you’ll get:

• Flexible and home working policies.
• 33 days annual leave, including bank holidays.
• 5% matched company pension contribution.
• Modern offices with great spaces to kick back and relax – there’s even an on-site gym and bar in our Cheshire Oaks office!
• Internal training academy to support your learning and personal development.
• Additional company benefits to support your wellbeing and happiness!

About us and the department the role sits in:

As a fast-growing SaaS company, Calrom has a proven record of delivering innovative software for international airlines. We’re also part of the Travel Innovation Group, made up of Lime, Calrom & Aviate who all provide unique services to the travel trade.

The Service & Support team are the service professionals of Calrom, acting as the gateway between the customer and development teams to handle and elevate Service & Support issues across our airline solutions. They’ve got a wealth of knowledge about our products, acting as subject matter experts for future developments, plus pro‑active problem‑solving skills to ensure swift resolutions to tickets raised.