Product Support Specialist

Product Support Specialist

The Role

As a Product Support Specialist, you'll be responsible for providing expert support to users, resolving technical issues, and ensuring travel technology systems operate efficiently. You'll collaborate with internal teams and third-party technology providers to deliver excellent service and help drive continuous improvement.

Key Responsibilities

• Provide second-line support for travel technology platforms, responding to user queries and resolving issues promptly.
• Troubleshoot problems across online booking tools, mid-office systems, and system integrations.
• Support the implementation of new technologies through testing, user training, and effective communication.
• Create and maintain user guides, knowledge articles, and best practice documentation.
• Deliver training sessions to improve user confidence and system adoption.
• Monitor system performance and user feedback to identify opportunities for improvement.
• Work with third-party technology providers to resolve technical issues and implement solutions.
• Assist with technology projects and support wider business initiatives as required.

About You

You'll be a proactive problem solver with excellent customer service skills and experience supporting travel technology solutions. You enjoy working collaboratively, communicating with a range of stakeholders, and finding practical solutions to technical challenges.

Essential Skills & Experience

• Experience with online booking tools (air, hotel, rail, and car).
• Knowledge of profile management systems.
• Experience using GDS and travel product suites.
• Understanding of quality control workflows and duty of care systems.
• Strong analytical and problem-solving skills.
• Experience using a support ticket management system.
• Excellent communication and customer service skills.

Desirable Experience

• Amadeus or Sabre.
• Atriis.
• SAP Concur.
• Evolvi.
• Trainline.
• Conferma Pay.
• TravCom.
• NDC content sources.
• Experience building and maintaining approval workflows.
• Remote support software.
• Supporting third-party technology platforms.
• Client-facing support experience.
• Data management, exports, and maintaining data integrity.
• Creating training materials and technical documentation.

If you're looking for your next challenge within travel technology support and want to join a forward-thinking organisation, we'd love to hear from you.