Technical Support Specialist

**Role**:Technical Product Support
**Reports to**: Product Manager
**Contract**:Permanent
**Salary**:£20,000 - £24,000 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**:
Roles & responsibilities include:

- Troubleshooting client and internal issues thoroughly and communicating resolutions to the end user in a precise and clear fashion, with working examples and documentation
- Escalating technical issues to our second level with clear and precise information and examples to ensure a swift resolution
- Work alongside the Relationship Manager and the wider team to onboard new clients with various user stories
- Critical incident management and escalation
- Regression testing and release testing of new features and products
- Creation and delivery of release notes and training for internal and external use
- Monitor health and usage via our alerting and monitoring systems, flagging issues, and creating monitoring dashboards to create a robust overview of our product usage and stability
- Be a part of creating a wide knowledge base for internal and external use, via documentation and Portal management
- Be a technical expert for our product offering
- Be a committed, enthusiastic, and supportive team member.
- Be aware of company’s goals and aims and strive to achieve at every opportunity.
- Be aware of company and teams’ goals, aims and SLA’s and strive to achieve at every opportunity.
- Deliver an efficient and professional service to customers.
- Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings.
- Compile accurate business communications and reports as required.
- Acknowledge correspondence within set standards and timescales.
- Assist other departments when and where necessary to ensure business continuity and minimum standard performance.
- Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the product.
- Aim to “self-learn / develop” skills and understanding of industry practices, procedures and policies that would impact on the team.

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

**Salary**: £20,000.00-£24,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- 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)