Online Product Support Co-ordinator

Overview and what we offer

• Mon - Friday 37.5hrs
• Location - Remote
• Refer a friend for £1000 bonus which is unlimited!
• Generous holiday entitlement
• Day off for your birthday
• Staff Awards
• Hotel and airline discounts
• Employee Assistance Programme
• OUR COMPANY CULTURE IS..... Bright, Energetic, Fast Paced and Rewarding, where we PROVIDE you with the opportunity for that brighter FUTURE!
• Clarity Travel is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees
• At Clarity we not only listen, we adapt and we deliver

Who we are and what we do

We're a global, multi award winning Business Travel Company and we make business travel straightforward! By getting our customers where they need to be for work, safely, efficiently, and cost-effectively. We do this through a fusion of cutting-edge-technology and exceptional customer service. Our team comprises of over 800 industry experts, delivering the right service at exactly the right moment, we are the trusted provider of hassle-free travel management programmes for progressive businesses and organisations everywhere.

Clarity Business Travel company and a top 10 UK-based Travel Management Company which is part of The Portman Travel Group click here to view our LinkedIn Careers Page and includes Brighter Event, Elegant Resorts, If Only and Destination Sports Group

Role Purpose

The purpose of the role is offer full technical and comprehensive second line support to external customers and internal teams on all products including ClarityGo, Concur, MeetingsPro, Track and Insights. The role will require excellent technical and investigatory skills along with good internal and external communication. An in depth understanding of online booking systems is desired as well as the ability to effectively solve problems and deliver excellent customer service.

Operational

• Deal with and fully investigate any queries raised by the branch network on various Clarity Products.
• Deal with and fully investigate any issues escalated by the 1st Line Online Support team and direct clients for various Clarity Products.
• Ensure that any queries raised are technically thought about in terms of who is affected, how many users and commercial impacts on the business.
• Liaise with the Change team to ensure issues are investigated and resolved in a timely manner.
• Log any issues which cannot be resolved within the department with the relevant system provider and manage the logs efficiently and effectively ensuring the prioritisation is thought about.
• Be able to prioritise effectively in terms of issues and logs.
• Raise priorities and liaise with the suppliers in terms of fix dates.
• Communicate effectively internally and externally regarding system issues, updates, timescales and on-going problems.
• Ensure all logs are managed, chased an updated where necessary.
• Be able to investigate trends of queries and identify training issues within the branch and client network.
• Act upon the investigation of the trends and liaise with the relevant branch or Account Manager to determine an approach to training and what can be done to assist the branch or client.
• Suggest any developments required on the tool to eradicate client and branch contact and raise these with the ClarityGo development team.
• Attend training sessions where necessary to develop own skills
• Ensure Freshdesk tickets are up to date, categorised correctly and closed when necessary.

Experience

• Excellent technical ability
• Excellent communication skills
• Online booking tool knowledge
• Outstanding attention to detail
• Computer literate with experience of email and web based programs
• Able to work remotely and on own initiative
• Excellent communication skills both verbal and written
• Ability to think logically and consider all relevant aspects
• Able to work under pressure
• Accuracy and ability to follow instructions
• Customer Service experience