Product Support Specialist - Cheltenham

Journey Hospitality Ltd; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading hotel marketing agency in Cheltenham seeks a Product Support Specialist to enhance customer care for their Experience Management software. The ideal applicant will have 1-2 years in a support role, strong troubleshooting abilities, and excellent communication skills. This position offers a competitive salary and numerous perks including flexible working arrangements.

Benefits

Flexible working

Personal development initiatives

Competitive salary

Qualifications

• 1-2 years of experience in a software support or relevant role.
• Experience in the Hotel/Spa industry is advantageous.
• Strong motivation and commitment.

Responsibilities

• Provide customer care for Experience Management and eCommerce solutions.
• Log support incidents received by phone and online.
• Assist in troubleshooting software performance.

Skills

Customer care

Troubleshooting support

Good written and verbal English communication

Process oriented

Strong people skills

Ability to work under pressure

Job description

Product Support Specialist - Cheltenham

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About Us

Journey is a leading hotel marketing agency, revolutionising the luxury hospitality and travel industry through creativity, industry knowledge, and digital disruption. We work with the best luxury hotels and resorts in the world, empowering growth and increasing revenue through innovation, collaboration, and technology solutions.

Before we get started, there are three things you need to know:

• At Journey, we will always have an entrepreneurial spirit. We started off as a team of six and have never forgotten our humble roots.
• Everyone plays a part. We are a business of collaboration and sharing.
• Travel and hospitality is a joint personal passion of everyone involved.

Location: Cheltenham, England, United Kingdom

What You'll Do

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.

Key responsibilities may include:

• Answer incoming phone calls and online chats politely and professionally.
• Accurately log support incidents received by phone and online chat.
• Work through tickets in the support system according to priority and following the correct processes.
• 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 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.
• Install Journey Hospitality software.
• Perform 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'll Bring

• 1‑2 years of experience in a software support, account executive or training role.
• Experience working in the Hotel/Spa industry or using software applications from the industry would be advantageous.
• Good written English and verbal communication skills.
• Logical with an enquiring mind; keen to get to the bottom of issues and provide troubleshooting support for the development team where necessary.
• Process oriented; following our processes, and providing input on how they can be improved.
• Comfortable working in a high paced, deadline driven environment.
• An eagerness to excel; a conscientious worker who takes pride in the team’s work.
• Enjoys building client relationships and helping them to realise the potential of our software in their business.
• Strong people skills and commercially minded.
• Great communication skills and diligence.
• Fast learner, accountable and ambitious.
• Passionate about detail, data and order. Bent on creating processes and systems.
• Ability to work under your own initiative in a highly pressured environment.
• Good listening skills and the ability to anticipate business needs.
• Able to develop relationships with 3rd parties and the hotel teams.
• Strong level of motivation, determination and commitment.
• Knowledge or experience of luxury hotels, marketing and technology a great advantage.

What You’ll Get

Success is a mutual game, which is why we invest heavily in our team. We believe in true partnerships that reward equally, so in return for working with us to achieve our ambitious goals, we offer a suite of perks to complement a competitive salary, including flexible working, personal development initiatives and much more…

Does this sound like somewhere you will thrive? We look forward to hearing from you soon.

Think of your role here as more than just a job; it's about shaping your future, one hotel at a time.

Find out more here: https://journey.travel/about-us/careers