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Product Support

4 weeks ago

Ellesmere Port, United Kingdom Travel Innovation Group Full time

**Role**:Product Support - Travel Systems
**Reports to**: Product Manager
**Contract**:Permanent
**Salary**:£22,550 - £26,015 DOE + bonus and additional benefits

**About the Travel Innovation Group**

As renowned travel industry heavyweights (if we do say so ourselves), the Travel Innovation Group offer a wealth of unique services via our three companies; Lime, Aviate and Calrom.

So, what exactly do we do? We began with our bespoke tech which provides market-leading flight booking systems for the world's leading airlines to the travel trade to book the world’s most recognisable travel brands. Our service is legendary in the industry (for all the right reasons) and thanks to this foundation, our growth continues to skyrocket with new, exciting products launching regularly, from cruise packages to luxury hotel booking services. What can we say - we’ve always been innovators at heart

While we now have offices, people and partners across the globe, the hub of the action remains at our thriving Cheshire Oaks (UK) HQ and we’re looking for exceptional talent to join us, to succeed with us and to grow with us.

**You’ll want to know about the department that our role is in**

Our Systems team are the gateway between our client facing brands and our development company Calrom. Responsible for coordinating bug fixes, test plans, system releases; they ensure both our bespoke travel systems and integrations are running seamlessly.

The department operates flexibly between the hours of 08:00 and 19:00, Monday to Friday. The breakdown of your normal hours of work will be by agreement with your manager.

**The role**:
Tasks & responsibilities include:

- Designing, creating and executing manual testing plans in conjunction with our Product Manager
- Designing test cases for automation, working with the Automated Test & Release Team
- Proactively testing systems for accuracy, speed and up to date information
- Completing User Acceptance Testing on system releases, new functionality, and whole System quality assurance for Live rollout
- Reporting and following issues through to resolution in conjunction with system development teams using tracking software
- Scoping and documenting system enhancements and new functionality
- Communicating system fixes internally/externally as required
- Suggesting ways to increase system usage, and reduce off-line activity
- Reporting and following up on third party issues
- Assisting Sales team maintaining CRM with mass data uploads and CRM modification
- Using native GDS for investigation and testing of systems issues and enhancements
- Reading XML requests and responses for investigation and testing of systems issues and enhancements
- Triaging cases internally between developers and other departments within the business
- Training internal users and creating user manuals for new or improved systems
- Ideally have knowledge of nett airline fares & rules, groups airfares & rules or booking & pricing via GDS (however training will be provided)
- Be comfortable reading XML requests and responses (although we’ll provide training here too)
- Deliver an efficient and professional service to TIG’s internal and external customers
- Maintain systems to ensure quality control
- Be commercially astute with a strong customer service ethic
- Maintain high levels of accuracy with great time management skills
- A good knowledge of Outlook, Excel and Word
- Be a committed, enthusiastic, and supportive team member
- Aim to “self-learn / develop” skills and understanding of industry practices

**Job Types**: Full-time, Permanent

**Salary**: £22,550.00-£26,015.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Flexitime
- Free parking
- On-site parking
- Referral programme
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- Overtime

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Ability to commute/relocate:

- Ellesmere Port, CH65 9HQ: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote

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