Technical Service Manager

Recruiter
Confidential
Location
London
Salary
Competitive
Posted
23 Jun 2021
Closes
21 Jul 2021
Contract Type
Permanent
Hours
Full Time
I am currently seeking a Technical Support Manager with a minimum of 2 years' experience in account management, customer service and helpdesk support to join a Travel Software company based in The City of London. As a Technical Support Manager, you will be building and maintaining excellent client relationships, providing consultancy, guidance and assistance including product functionality, problem solving as well as day to day operations. The Service Manager must understand the client's business goals, be able to communicate effectively and propose added technical solutions.

JOB DESCRIPTION:

Providing outstanding technical customer service and being constantly approachable to both customers and business partners.
Receive client service requests via the portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issues and respond within the established SLA's.
When appropriate provide consultative guidance to customers towards the resolution of their service requests.
Manage customer requirements for enhancements with product management.
Build and maintain excellent client relationships on an operational level.
Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction.
Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve customer issues/questions.
Be the point of escalation for unresolved client's issues and escalate to other departments as necessary.
Analyse each support request for root cause, determine if the issue could be prevented by changes in the software or business processes and outline change recommendations.
Communicate all bugs to our Quality Assurance teams
Routinely update the customer in line with SLA guidelines, on active issues to gain additional information or to advise the customer of status.
Carry out regular client reviews to ensure optimal usage of our solution.
Educate customers on product features or additional services to meet their needs.
Ensure technical knowledge and skills are always up to date and maintained.SKILLS REQUIRED:

Minimum of two years' experience in a technical support role within the travel industry.
Working knowledge of either Amadeus; Galileo or Sabre.
Customer focused and able to deliver extremely high levels of customer satisfaction.
Strong knowledge of the business travel industry and preferably although not essential the business expense industry.
Must possess strong analytical, technical trouble-shooting ability, written, and verbal communication skills.
Excellent working experience in preparing & delivering high quality presentations to customers.
Must be a strong team player that can work collaboratively across multiple teams.
Passionate, self-motivated with a can-do attitude.
Highly motivated individual able to grasp complex technologies, tools or knowledge and technically problem solve issues presented.
Capable of interpreting data and to be able to quickly identify the symptoms and underlying cause of
Ability to interact effectively with both non-technical users and highly technical
Customer service mind-set.
Ability to prioritise and balance multiple
Must possess excellent time management and prioritisation skills.

THE PACKAGE:

The successful candidate can expect a competitive salary of GBP40,000 plus annual bonus, pension, private medical insurance and other amazing company benefits