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Customer Support Specialist / 1st Line Support ref: J383

Job Description: 

Customer Support Specialist / 1st Line Support – Permanent - London

My client is a Travel Tech company providing travel companies with technology that automates booking management and back office processes and are looking for a Customer Support Specialist / 1st Line Support (good understanding of SQL databases, Citrix networking, customer product installations and Crystal reports to resolve issues) specialist to join them in their London office.

As part of their Customer Support team, the successful candidate will help them continue to deliver industry-leading customer service by supporting their UK and international travel agency / tour operator customers by phone, email and remote access.

Key Responsibilities:


  • To provide outstanding customer service
  • Own and manage support cases throughout their lifecycle within the company, working closely with different teams to ensure customers receive a timely response to their queries.
  • Provide 1st line technical and functional support to users of company’s range of software including: Reservation Module and Booking Management Module (full in-house training will be given).
  • Replicate and log bugs in Team Foundation Server (TFS).
  • The person will be expected to gain a good understanding of SQL databases, Citrix networking, customer product installations and Crystal reports to resolve issues.


Role Challenges:


  • Managing your own workload against customer and internal SLA’s.
  • Maintaining a high level of attention to detail and accuracy is required, ensuring all parties are continually informed.
  • Succeed in a fast-paced environment where no two days are the same.


Skills and Competencies:


  • Must be able to work under pressure and prioritise own tasks.
  • Show confidence in dealing with internal and external customers in a polite and professional manner, especially when there is a difficult situation to deal with.
  • Be comfortable working as part of the Support team whilst capable of seeing a personal task through with minimal supervision (once trained).
  • Possess a sound understanding of travel agencies/tour operators.
  • Able to thrive in a small, fast moving and demanding organisation.
  • Excellent written, verbal and telephone communication skills.
  • Fluency in English is essential and proficiency in other languages desirable.
  • Strong technical aptitude.
  • Essential to be a team orientated.
  • Knowledge of GDS’ is desirable.


Minimum Education/Experience Requirements:


  • Bachelor’s degree highly desirable.
  • Varied experience of working in the travel industry and/or providing technical support to travel agents.
  • Knowledge of supporting PC’s and Windows.




  • Technical training will be provided on the company's software products.
  • Some training on internal database tools will be provided as necessary.
Job Location: 
London GB

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