Product Support (Travel Systems)

We're the foundation brand bringing together our three companies, Lime, Calrom & Aviate, all with unique services to the travel trade.

Lime British Airways experts, providing the airline's best fares to the travel industry with a number of unique benefits.

Aviate Founded in 2009 with the purpose of offering the best flight content to tour operators. They now encompass multiple brands with a broad offering, all with their customers in mind.

Calrom A fast-growing SaaS company, Calrom has a proven record of delivering innovative software for international airlines. This role sits within our team of Systems experts who act as the gateway between our client facing brands and our development company Calrom. We're responsible for coordinating bug fixes, test plans, system releases and ensuring that our bespoke travel systems and partner integrations are running seamlessly., The core focus of this role will be to work within the Support side of a Product team (bespoke software support), providing quality service to our airline and travel trade customers, as well as other teams within the business internally. Tasks & responsibilities include:

• Understand customer businesses and our operational departments as to how they use our products.
• Be recognised as a subject matter expert and provide support to internal teams on designated products and systems.
• Investigate and escalate any reports of platform or major functionality outages.
• Investigate technical queries and problems, including investigation within system logs.
• Investigate fare and pricing related queries.
• Triage issues to the relevant department if we are unable to answer a query or provide a fix within the team.
• Follow issues through to resolution in conjunction with various departments.
• Communicate updates, answers and fixes to customers as required.
• Liaise with system development teams, product owners and other relevant teams.
• Deliver high quality System updates and enhancements through detailed QA testing.
• Contribute to knowledge base comments and articles to further internal and external knowledge transfer.
• Look to increase online documentation and self-help system usage.
• Produce user guides & deliver training.

• Have experience in a Product Support or similar role (desirable, but training will be provided) or experience in utilising travel reservation platforms.
• Able to understand requirements, document and communicate in a clear and concise manner.
• Have an analytical mind and desire for problem-solving and continuous evolution of platforms.
• Attend, contribute and lead in a positive and objective manner at team meetings or any relevant departmental/company meetings.
• Have an ability to troubleshoot and can effectively document errors (desirable, but training will be provided).
• Have a strong attention to detail.
• Strive to continuously improve quality.
• Aim to "self-learn / develop" skills and understanding of industry practices, procedures and policies that would impact Travel Innovation Group.
• Have knowledge of leisure or groups airline fares and rules, and GDS systems (desirable, but training will be provided).
• Are comfortable reading XML requests and responses (desirable, but training will be provided).
• Have strong organisation, prioritising, and time-management skills.