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- Tasks: Support airline and travel trade customers with bespoke software and system issues.
- Company: Join a dynamic team at a leading travel tech company.
- Benefits: Enjoy a competitive salary, bonus, gym access, and 33 days leave.
- Why this job: Be the go-to expert in travel systems and make a real difference.
- Qualifications: Experience in product support or travel platforms is a plus; training provided.
- Other info: Great career growth opportunities and a supportive learning environment.
The predicted salary is between 25000 - 28000 ÂŁ per year.
Location: Ellesmere Port, UK
Shift pattern: Monday – Friday, between 08:00 – 19:00
Salary: £25,000 – £28,000, plus bonus & benefits
About us and the department this role sits in:
We’re the foundation brand bringing together our three companies, Lime, Calrom & Aviate, all with unique services to the travel trade.
- Lime: British Airways experts, providing the airline’s best fares to the travel industry with a number of unique benefits.
- Aviate: Founded in 2009 with the purpose of offering the best flight content to tour operators. They now encompass multiple brands with a broad offering, all with their customers in mind.
- Calrom: A fast-growing SaaS company, Calrom has a proven record of delivering innovative software for international airlines.
This role sits within our team of Systems experts who act as the gateway between our client facing brands and our development company Calrom. We’re responsible for coordinating bug fixes, test plans, system releases and ensuring that our bespoke travel systems and partner integrations are running seamlessly.
The core focus of this role will be to work within the Support side of a Product team (bespoke software support), providing quality service to our airline and travel trade customers, as well as other teams within the business internally.
Tasks & responsibilities include:
- Understand customer businesses and our operational departments as to how they use our products.
- Be recognised as a subject matter expert and provide support to internal teams on designated products and systems.
- Investigate and escalate any reports of platform or major functionality outages.
- Investigate technical queries and problems, including investigation within system logs.
- Investigate fare and pricing related queries.
- Triage issues to the relevant department if we are unable to answer a query or provide a fix within the team.
- Follow issues through to resolution in conjunction with various departments.
- Communicate updates, answers and fixes to customers as required.
- Liaise with system development teams, product owners and other relevant teams.
- Deliver high quality System updates and enhancements through detailed QA testing.
- Contribute to knowledge base comments and articles to further internal and external knowledge transfer.
- Look to increase online documentation and self-help system usage.
- Produce user guides & deliver training.
We think you’ll be a great fit if you have:
- Experience in a Product Support or similar role (desirable, but training will be provided) or experience in utilising travel reservation platforms.
- Able to understand requirements, document and communicate in a clear and concise manner.
- An analytical mind and desire for problem-solving and continuous evolution of platforms.
- Attend, contribute and lead in a positive and objective manner at team meetings or any relevant departmental/company meetings.
- An ability to troubleshoot and can effectively document errors (desirable, but training will be provided).
- A strong attention to detail.
- Strive to continuously improve quality.
- Aim to “self-learn / develop” skills and understanding of industry practices, procedures and policies that would impact Travel Innovation Group.
- Knowledge of leisure or groups airline fares and rules, and GDS systems (desirable, but training will be provided).
- Comfortable reading XML requests and responses (desirable, but training will be provided).
- Strong organisation, prioritising, and time-management skills.
We think you’ll like it here:
- You will have access to internal training and development opportunities — our commitment to your growth.
- Annual company bonus.
- Modern office with on-site gym and bar.
- 5% company pension (matched).
- 33 days annual leave including bank holidays.
- Internal training academy.
- Additional benefits to support wellbeing and happiness.
- On-site parking with electric car chargers at World House.
Product Support (Travel Systems) in Ellesmere Port employer: Travel Innovation Group
Contact Detail:
Travel Innovation Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support (Travel Systems) in Ellesmere Port
✨Tip Number 1
Get to know the company inside out! Research Lime, Calrom, and Aviate to understand their unique services. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since this role involves troubleshooting and investigating queries, try to think of examples from your past experiences where you've successfully resolved issues. This will impress during interviews!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus when applying through our website.
✨Tip Number 4
Show off your communication skills! Be ready to discuss how you would explain complex technical issues to non-technical customers. Clear communication is key in this role, so practice articulating your thoughts clearly and concisely.
We think you need these skills to ace Product Support (Travel Systems) in Ellesmere Port
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support role. Highlight any relevant experience with travel reservation platforms or product support, and show us how you can bring value to our team.
Show Off Your Problem-Solving Skills: We love candidates who can think on their feet! In your application, share examples of how you've tackled challenges in previous roles. This will help us see your analytical mindset and troubleshooting abilities.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to communicate your skills and experiences. We appreciate a well-structured application that gets straight to the point!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Travel Innovation Group
✨Know Your Products Inside Out
Before the interview, make sure you understand the products and services offered by the company. Familiarise yourself with their travel systems and how they integrate with airline operations. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Prepare for Technical Questions
Given the technical nature of the Product Support role, be ready to tackle questions related to troubleshooting and system functionality. Brush up on your problem-solving skills and think of examples from your past experiences where you've successfully resolved issues.
✨Showcase Your Communication Skills
As a Product Support expert, you'll need to communicate effectively with both customers and internal teams. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few scenarios where you had to explain complex information in an easy-to-understand way.
✨Demonstrate Your Analytical Mindset
The role requires a keen analytical approach to problem-solving. Be prepared to discuss how you analyse issues and come up with solutions. Think of specific instances where your analytical skills made a difference, and be ready to share those stories during the interview.