Technical Business Support Consultant Clydebank

16th Aug 2024

The purpose of the Technical Business Support Consultant role is to support and maintain our internal and client-facing booking systems across multiple countries and currencies. The implementation and support of client-facing technical products drives the digitalisation strategy of the company by increasing adoption of new digital products. The tasks and responsibilities are wide and varied with different degrees of complexity making this unit a hot spot for personal development and gaining an in depth understanding of how the business operates and seeing the full cycle of work first-hand. The role ensures the accurate flow of transactional data from all reservation platforms our customer financial and reporting systems.

Key Responsibilities

Technical Business Support is responsible for these core areas in the business:

System admin for online customer booking systems:

· Atriis, Cytric and Concur self-booking

· Evolvi, Trainline, Conferma & Silverrail

· External and internal customer support for these systems

· Onboarding new external customers onto Clyde technology systems

· Supporting Clyde Travels own proprietary Consort system

GDS Management and workflows:

· Supporting GDS booking scripts/smart-flows

· Working with online automation systems such as Compleat or IQCX

· Documenting processes and creating consistency in workflows

· Setting up new internal users across all Clyde agent booking systems

· Supporting NDC workflows and queries

· Supporting internal customers with GDS product or workflow queries

· Rolling out new product enhancements across the business

Travel technology product management:

· Reviewing new technical solutions and implementing where agreed

· Evolving Clyde’s in-house Consort proprietary booking platform

· Recognising opportunities to creating efficiencies on current processes

· Collaborating with other departments to drive efficiencies across the business

Secondary responsibilities:

· Ensure all booked transactions flow into invoicing system in a timely and accurately manner

· Diagnose and troubleshoot problems with all travel booking platforms

· Reacting to system errors through various report checks

· Make recommendations for process improvement for online and agent processes

· Manage any technical supplier failure/disruption or notifications

Candidate Requirements

Essential

· Previous experience within a technical support/corporate reservations function

· Knowledge and experience of the GDS and OBTs is highly desirable.

· Excellent communication skills

· Problem solving skills

· Customer Service skill

Desirable

· SVQ / National Diploma/Certificate in a business discipline preferred, minimum sound Higher Education.

· Experience of dealing with BSP/ARC will greatly benefit the job holder.

· Previous experience implementing customer onto online booking technology

· Previous experience supporting travel technology products

· Previous experience working within the Marine or Energy travel industry

The role offers the opportunity for Hybrid working and is dependent on commercial demands