London

31st December

PURPOSE OF THE ROLE:

As part of our wider software development function Reed & Mackay provide Online Support for the customers that use the product(s). By having a dedicated team, we are able to provide better customer service by offering expertise directly to the customers and by gathering the data and insights on how our products work both from a user experience and technical angle. All of this is with the aim to aide faster development of the product(s).

This role is to provide 1st Line Support for Reed & Mackay clients on the aforementioned products.

The successful candidate will be an inquisitive person with the ability to use their initiative and tenacity to solve problems with internal systems and external suppliers.

At Reed & Mackay we have several proprietary products that we offer our customers:

Product Name Description
R&M/Portal Portal that allows our customers to manage profiles, invoices and view trip information
R&M/Protect Traveller Tracking and Destination Intelligence
R&M/Book Self-booking tool
R&M/Mobile Mobile App that allows our customers to view their itineraries (with real time updates) and make reservations whilst they are on the move
R&M/Approve Approval tool

KEY RESPONSIBILITIES:

  • To provide technical support and training for enquires made to the Online Support desk on Reed & Mackay’s proprietary product(s) including but not limited to R&M/Portal, R&M/Protect, R&M/Book, R&M/Mobile and R&M/Approve
  • Problem resolution following full process cycle from front end user through to site configuration, Sabre commands and possible fare issues
  • Escalate, log and regularly review site issues up to point of resolution
  • Follow the Online Technical Standards to drive client self-sufficiency and reduce reliance on the support team for ‘how to’ enquiries
  • Log all client enquires using help desk software to ensure trends can be analysed
  • Monitor airline messages and cancellations impacting travel booked online
  • Maintain existing sites including policy updates, configuration changes, messaging and so forth

SKILLS REQUIRED:

  • Experience of working with and supporting self-booking systems
  • An understanding of the importance of Online booking and how it fits alongside an offline service provision with the growth of our business
  • A strong team player with the dexterity to support colleagues and clients across a multitude of support queries and products
  • Inquisitive with the ability to use own initiative to solve problems in a methodical manner
  • An excellent communicator who makes the complex look simple
  • Integrity will be important to you – open, honest and direct – with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where all are treated with respect
  • Clear communicator, able to articulate key messages to a diverse audience
  • Highly organised and efficient individual with a keen eye for detail
  • Knowledge of Sabre GDS
  • Good written English
  • MS office; Word, Excel, PowerPoint