Technical Support Manager

London, England
£35000.00 - £40000 per annum
02 Nov 2017
30 Nov 2017
Mark Shapiro
Full Time
Contract Type

Travel Service Manager - Required for this Travel Technology company based in West London. They are looking for an experience 2nd line support agent/helpdesk consultant from the travel industry and will pay £35K - £40K + an excellent bonus and great benefits.

Travel Service Managers duties
- As second line support you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable for our customers and business partners
-Receive client service requests via the portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issue and respond within the established SLA's
-When appropriate provide consultative guidance to customers towards the resolution of their service requests
-Manage customer requirements for enhancements with Product management
-Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction
-Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve customer issues/questions
-Analyse each support request for root cause, determine if the issue could be prevented by changes in the software or business processes and outline change recommendations
-Routinely update the customer in line with SLA guidelines, on active issues to gain additional information or to advise the customer of status

Travel Service Managers skills required
-.Experience in a Customer Support/Helpdesk Travel/Expense software related role within a B2B software company with extensive experience of troubleshooting software issues
-Consulting experience gained within either a Travel and or Expense Management software vendor or Saas practice of expense systems management
-Knowledgeable of GDS Amadeus; Galileo or Sabre
-Experience in utilising a CRM system to track and resolve issues
-Strong knowledge of the business travel/expense industry

If you are interested in the above role please call Mark on 0207 397 1272 quoting MS48194 or send your CV to

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C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit