Product Support Specialist - Cheltenham

Journey; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading hotel marketing agency is looking for a Customer Support Specialist to enhance client experience with their eCommerce solutions. Responsibilities include managing customer inquiries, providing tech support, and fostering client relationships. Ideal candidates will have 1-2 years' experience in software support and preferably in the hotel industry. Strong communication and problem-solving skills are essential for this fruitful role. A competitive salary package with flexible working options is offered.

Benefits

Flexible working

Personal development initiatives

Competitive salary

Qualifications

• 1–2 years of experience in a software support, account executive or training role.
• Experience working in the Hotel/Spa industry would be advantageous.
• Good written English and verbal communication skills.

Responsibilities

• Provide highest level of customer care for Experience Management product solutions.
• Answer incoming phone calls and online chats politely and professionally.
• Log support incidents accurately.
• Communicate effectively with clients and colleagues.

Skills

1–2 years of experience in a software support role

Experience in the Hotel/Spa industry

Good written and verbal communication skills

Logical and problem-solving mindset

Process-oriented

Ability to work in a high-paced environment

Strong people skills

Great communication skills

Job description

About Us

Journey is a leading hotel marketing agency, revolutionising the luxury hospitality and travel industry through creativity, incomparable industry knowledge, and digital disruption. Working with the best luxury hotels and resorts in the world, we empower growth and increase revenue through innovation, collaboration, and technology solutions.

Before we get started, there are three things you need to know.

At Journey, we will always have an entrepreneurial spirit. We started off as a team of six and have never forgotten our humble roots. To thrive you will need to embrace this mindset. We all roll up our sleeves, help each other out, admit if we are struggling, lean on one another, and leave ego at the door. That is very important.

Everyone plays a part. We are a business of collaboration and sharing, be it ideas, time, skills, knowledge, energy, or snacks...we are in it together. Our clients are considered part of our business and we treat them with the same inclusive respect and consideration.

Travel and hospitality is a joint personal passion of everyone involved. If you don’t have a taste for adventure, or you don’t have a curiosity and interest in the wider world, we’re probably not the place for you.

What You'll Do

Role Overview

You will be responsible for providing the highest level of customer care and improving the customer experience for our industry‑leading Experience Management and eCommerce product solutions for our luxury clients, ensuring they have the best possible experience using our platforms.

What You Do: key responsibilities which may include:

• Answer incoming phone calls and online chats politely and professionally.
• Accurately log support incidents received by phone and online chat.
• Work through tickets in the support system according to priority and following the correct support processes.
• Take ownership and pride in growing your own knowledge and skill set.
• Progress 1st‑line tickets, escalating to the appropriate departments or channels when required.
• Communicate effectively with colleagues and be a great team player to ensure we can give market‑leading service.
• Communicate with 3rd‑party suppliers on behalf of the clients when required.
• Communicate effectively with the clients following status updates and closure of a ticket.

In addition to everyday typical Support Desk duties:

• Install Journey Hospitality software.
• Perform upgrades on Journey Hospitality software.
• Create knowledge‑base articles or tutorials for the online Support Centre and the internal knowledge base.
• Assist clients and 3rd‑party IT in troubleshooting network/operating system issues that may be impacting Journey software performance.
• Assist in the feedback and assessment of software releases and relevant update documentation.
• Identify upsell opportunities for all Journey products.
• Be aware of, and work towards, company and department OKRs.

What You'll Bring

• 1–2 years of experience in a software support, account executive or training role.
• Experience working in the Hotel/Spa industry or using software applications from the industry would be advantageous.
• Good written English and verbal communication skills.
• Logical with an enquiring mind; keen to get to the bottom of issues and provide troubleshooting support for the development team where necessary.
• Process oriented; following our processes, and providing input on how they can be improved.
• Comfortable working in a high‑paced, deadline‑driven environment.
• An eagerness to excel; a conscientious worker who takes pride in the team’s work.
• Enjoys building client relationships and helping them to realise the potential of our software in their business.

We’re a collective of disruptive thinkers, digital specialists and tech pioneers. But above all, we’re a family. We win together, and lose together. And we pride ourselves on our ethos of culture first, capability second. So we’re looking for someone that yes has the skills, but also has our back, like we’ll have yours.

• Strong people skills and commercially minded.
• Great communication skills and diligence.
• Fast learner, accountable and ambitious.
• Passionate about detail, data and order. Bent on creating processes and systems.
• Ability to work under your own initiative in a highly pressured environment.
• Good listening skills and the ability to anticipate business needs.
• Able to develop relationships with 3rd parties and the hotel teams.
• Strong level of motivation, determination and commitment.
• Knowledge or experience of luxury hotels, marketing and technology a great advantage.

What You'll Get

Success is a mutual game, which is why we invest heavily in our team. We believe in true partnerships that reward equally, so in return for working with us to achieve our ambitious goals, we offer a suite of perks to complement a competitive salary, including flexible working, personal development initiatives and much more.

Does this sound like somewhere you will thrive?

We look forward to hearing from you soon.

About Us

Think of your role here as more than just a job; it's about shaping your future, one hotel at a time. We're a team of innovators, strategists, storytellers, and engineers, all with a few things in common. We love hotels, we get results, and we provide great online experiences for hoteliers and their guests. Our work can be challenging, but we're firm believers that when you love what you do, you do it well.

Find out more here: https://journey.travel/about-us/careers