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Customer Service

Helpdesk Support


  • Salary: £25,000
  • Location: Ellesmere Port
  • Contract: Permanent

Working for this innovative, progressive company with almost 20 years as market leaders, the Helpdesk Support Advisor is responsible for coordinating bug fixes, test plans, system releases; they ensure both systems and integrations are running seamlessly.
With an exceptional focus on staff development and a positive working culture, benefits include a company pension scheme, hybrid working, enhanced annual leave, an onsite gym, an internal training platform, free parking, and many more!
The department operates flexibly between the hours of 8am – 7pm, Monday to Friday.
Tasks & responsibilities include:

Provide helpdesk support and be recognised as a subject matter expert on internal systems.
Deliver high quality system updates and enhancements through detailed QA testing.
Ensure products, applications and systems are working as expected.
Be the first point of contact for customers when they require any systems assistance.
Investigate queries from customers during their usage of our systems.
Investigate technical queries and problems, including working with XML and JSON files.
Investigate fare and pricing related queries.
Triage issues to the relevant department if you are unable to answer a query or provide a fix.
Follow issues through to resolution in conjunction with various departments.
Communicate updates, answers and fixes to customers as required.
Investigate and escalate any reports of outages and down time.
Provide support and be recognised as a subject matter expert on designated products and systems.
Assist in User Acceptance Testing (UAT) of new functionality, fixes, and version upgrades.
Liaise with system development teams, product owners and other relevant teams.
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 and deliver training.

The successful candidate will:
–          Be a committed, enthusiastic, and supportive team member.
–          Be aware of company’s goals and aims and strive to achieve at every opportunity.
–          Deliver an efficient and professional service to internal and external customers.
–          Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings.

Compile accurate business letters/reports as required.
Acknowledge correspondence within set standards and timescales.
Assist other departments when and where necessary to ensure business continuity and minimum standard performance.
Maintain systems to ensure quality control.
Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the business.
Aim to “self-learn / develop” skills and understanding of industry practices, procedures and policies that would impact.
Knowledge of airline fares & rules (desirable, but training will be provided).

Booking & pricing via GDS (desirable, but training will be provided).
Comfortable reading XML requests and responses (desirable, but training will be provided).
Commercially astute with a strong customer service ethic.
Knowledge of Outlook, Excel and Word.
High levels of accuracy.
Prioritising and time-management.

Keywords: Helpdesk, first line, customers, assistance, testing, support, customer service
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are acting on behalf of the client as an Employment agency in relation to this vacancy.
We are an equal opportunities agency and welcome applicants from all backgrounds.

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