Customer Support Specialist

4 days ago

Loughborough, Leicestershire, United Kingdom The Access Group Full time
About the Role

We are seeking a highly skilled Customer Support Specialist to join our team at The Access Group. As a key ambassador, you will be responsible for fostering excellent communication and maintaining positive customer relationships.

As a Customer Support Specialist, you will be the first point of contact for our customers, providing timely and effective support to resolve their queries and issues. You will be required to possess excellent analytical thinking, problem-solving skills, and attention to detail to ensure that all customer issues are resolved efficiently and effectively.

Responsibilities
  • Provide application configuration and usage recommendations to customers.
  • Receive and log requests for support from internal and external customers, investigating problems and determining appropriate actions to take.
  • Deliver support to customers, investigating and resolving application errors, data discrepancies, and usage inquiries.
  • Monitor the progress of requests for support and ensure customers and other interested parties are kept informed.
  • Provide correct and timely responses to requests for support, suggesting modifications to application parameters, developing workarounds or site-specific enhancements, training internal and external customers, producing additional documentation, or escalating requests to development.
  • Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
Requirements
  • Proven hospitality experience, preferably in reservations, operations, or distribution.
  • Excellent communication and documentation skills.
  • Ability to prioritize requests, implement, and communicate timely solutions.
  • Excellent analytical thinking, problem-solving skills, and attention to detail.
  • Knowledge of hospitality distribution, including GDS, OTAs, Channel Management, PMS, CRM, and RMS.
  • Knowledge of general IT infrastructures, including hardware, databases, operating systems, and local area networks.
  • Knowledge of help desk procedures, corporate quality, and change management processes.
About Us

The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. We welcome applications from all qualified candidates and are committed to providing a fair and equitable hiring process.

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