Partner Support Analyst

We're looking for a motivated, customer-focused Partner Support & Technical Support Specialist to join our Business Operations team!

In this role, you'll be the primary point of contact for our partners across Europe, Africa, the Middle East, and the UK, providing exceptional customer service and technical support for our proprietary registration system. You'll play a key role in ensuring our partners receive timely assistance, effective training, and ongoing support to deliver an outstanding customer experience.

What You'll Be Doing

• Provide first-line customer and technical support to partners via phone, email, and remote access.
• Build strong, long-term relationships by delivering professional, responsive service.
• Support the implementation and upgrade of our registration system at partner locations.
• Deliver onboarding and training for newly recruited lounges and outlets, ensuring teams are confident using the system.
• Resolve technical issues efficiently, taking ownership from initial contact through to resolution, including managing escalations where required.
• Coordinate administrative requests such as hardware replacements, supplies, month-end documentation, and reconciliation queries.
• Monitor partner activity, identify trends, and proactively address potential issues before they impact operations.
• Maintain accurate records of partner hardware and equipment inventory.
• Work collaboratively with colleagues across Business Operations on projects, process improvements, and operational initiatives.

We're seeking someone who enjoys helping others, solving problems, and working in a collaborative, fast-paced environment.

You'll ideally have:

• At least 2 years' experience in customer support, technical support, or administrative support.
• Experience supporting business systems or software solutions remotely.
• Additional language skills would be an asset due to our international partner network.
• Strong Microsoft Office skills.
• Basic networking knowledge.
• Excellent verbal and written communication skills.
• Strong organisational, analytical, and problem-solving abilities.
• A proactive approach with the ability to work independently and as part of a close-knit team.
• High standards of professionalism, integrity, and customer service.
• Experience working with multinational or multicultural organisations is an advantage.

Why Join Our Team?

As part of our team, you'll work with colleagues who value collaboration, innovation, and exceptional customer service. You'll have the opportunity to develop your technical expertise, build strong international relationships, and make a real impact by helping our partners succeed every day.

If you're passionate about customer support, enjoy solving technical challenges, and thrive in a collaborative environment, we'd love to welcome you to the team.

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers. Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide. We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences. Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC., Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues. Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).