Application Support Analyst - 2nd Line, Travel Systems - Amadeus, Sabre, GDS
Manchester, North West. Prestigious new City Centre Offices.
£25,000 - £30,000 pa + Benefits
Fast expanding Travel Systems House with Global Corporate client base requires experienced bespoke Application Support Product Specialist to join established team supporting SAAS solutions hosted within their own visualised server infrastructure from data centres and providing highly robust and scalable service offerings. This company is rapidly expanding due to major commercial client wins and wants to hire for this key role acting as the gateway between the customer and development teams.
In this role you will:
Be responsible for receiving, handling, and escalating product support issues across solutions.
Triage, troubleshoot, and attempt to resolve problems reported by users
Investigation, escalation, creation, and management of product defect reports to the development team
Creation of detailed and useful product defect reports for the development team
Ensure customer are kept updated on the progress of their support issues
Support the test team in creation, review, and implementation of system test plans, scripts, and harnesses
Create, review, and maintain product documentation and training material
Work closely with the development team to understand customer issues and ensure speedy resolution of those issues
Build detailed knowledge of our product offerings to be able act as a subject matter expert for future enhancement and development efforts
Act as the 'voice of the customer' within the development centre
Essential Skills and Experience:
Good general understanding of modern Windows based infrastructure and applications software
A proven background in IT Systems support focusing on applications rather than underlying infrastructure
Proven in a customer facing IT support role over email and phone
Excellent written and verbal communication skills
Patient nature and ability to deal with customers over the phone
Flexible attitude, ability to perform under pressure
A commitment to quality and a thorough approach to the work
Ability to work well within a team
Desirable Skills / Attributes (by no means essential) :
Knowledge of product support within a travel related company
Knowledge of Amadeus, Sabre, or other travel related or GDS systems
Any European languages - French, German, Spanish etc.
The Rewards: Competitive Salary, Pension, Good leave, Great Socials!
Application Support Analyst - 2nd Line. Travel Systems - Amadeus, Sabre, GDS
To £30K + Bens