Product Support Specialist

You will be responsible for providing the highest level of quality customer care and improving the customer experience for our industry leading tech product solutions for our luxury clients ensuring they have the best possible experience and guidance for our eCommerce platforms.Support also covers the more technical aspects of Premier Software, who Journey acquired in 2023 and we will soon have a migrated team. Full training and support will be provided to complement your can do attitude and growth mindset.[What You Do: key responsibilities] Provide the highest level of quality customer care and facilitate resolutions for our clients predominantly through email, chat and telephone communication Provide guidance to clients for fulfilment needs through knowledge of product and collaboration with our fulfilment centre Demonstrate how to use areas of the product to clients via one on one training, while carefully managing customers expectation of the product and service involved Manage the technical, clerical and administrative duties to support the onboarding and development of all products
Provide technical support analysis, prioritisation, resolution and escalation Create SOPs and videos to aid their team and clients across all technical products Report feedback from clients
Proactively investigate platforms to identify any local or global issues Continually develop knowledge and understanding of Journey products and clients to deliver effective and efficient support Identify upsell opportunities for all Journey products Handle overflow work and duties from Products Managers when necessary
Engine room of the business, providing both reactive and proactive customer support owning client queries and requests whilst collaborating with other key stakeholders in a timely manner i.e product and development teams
Collaborate with product and client success teams to improve internal knowledge base and guide clients to officiant self serve solutions [What You Have] Relevant client or customer facing experience. Customer centric approach and quintessential customer service skills The ability to relay technical information to non-technical users Strong problem-solving analytical skills Experience within hotel systems and eCommerce platforms an advantage 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 about your career at journey here:
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