Technical Customer Support

Job Description

Role: Technical Customer Support

Reporting to: Client Services Manager

Location: Stevenage

We are looking for an additional member to join our technical support team. You will work on the regular support queries raised by our customers and provide training and guidance to them as part of this.

The ideal candidate will be confident in working within a team and independently to work on a wide range of clients and product configurations. The successful candidate will need a good technical understanding of a software as a service based product.

The technical support team is also responsible for the technical side of client implementations. This includes training new clients on all aspects of the system.

Responsibilities and duties

• Providing technical and functional support to users of Vibe’s software.
• Answering and logging support requests from customers, researching and solving problems and, where necessary, working closely with our development team in order to obtain a solution for customers.
• Training of new and existing customers on the product, either at the clients’ offices or via the Internet/phone in both a structured and ad-hoc fashion.
• Communicate technical issues to non-technical users.
• Assisting with the implementation of new customer websites.
• Taking ownership of customer requests and ensuring timely responses in line with SLA agreements.
• Delivering first class customer service for Vibe’s client base.
• Testing and quality assurance of new functionality prior to being released to customers

Skills required

• Ideally the candidate will have experience in the travel industry.
• Strong problem solving skills – proven ability to engage and interact with internal teams to resolve issues.
• Demonstrated ability to prioritize and manage workflow to meet deadlines.
• Working within a team and independently.
• A strong eye for detail.
• Proactive approach to learning and investigating problems.
• Strong verbal and written communication.
• Ability to prioritise and multi-task.

Interested in joining our team?

To apply, please send your CV and a covering letter, clearly stating how your skills and experience meet the requirements of the role, to makeadifference@vibe.travel.

We encourage you to submit your application at your earliest convenience as we will be reviewing applications as they are received.

Vibe Systems is proud to be an equal opportunity employer and our commitment to this extends to all aspects of the working relationship right from recruitment and selection through to termination of employment. All qualified applicants will be considered for employment without regard to race, colour or nationality, ethnic or national origins, sex, gender reassignment sexual orientation, marital or civil partner status, pregnancy or maternity, disability, religion or belief, age or any other ground on which it is or becomes unlawful to discriminate under the laws of England and Wales.