Broster Buchanan
Product Support Specialist
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Product Support Specialist
The Role
As a Product Support Specialist, you'll be responsible for providing expert support to users, resolving technical issues, and ensuring travel technology systems operate efficiently. You'll collaborate with internal teams and third-party technology providers to deliver excellent service and help drive continuous improvement.
Key Responsibilities
- Provide second-line support for travel technology platforms, responding to user queries and resolving issues promptly.
- Troubleshoot problems across online booking tools, mid-office systems, and system integrations.
- Support the implementation of new technologies through testing, user training, and effective communication.
- Create and maintain user guides, knowledge articles, and best practice documentation.
- Deliver training sessions to improve user confidence and system adoption.
- Monitor system performance and user feedback to identify opportunities for improvement.
- Work with third-party technology providers to resolve technical issues and implement solutions.
- Assist with technology projects and support wider business initiatives as required.
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About You
You'll be a proactive problem solver with excellent customer service skills and experience supporting travel technology solutions. You enjoy working collaboratively, communicating with a range of stakeholders, and finding practical solutions to technical challenges.
Essential Skills & Experience
- Experience with online booking tools (air, hotel, rail, and car).
- Knowledge of profile management systems.
- Experience using GDS and travel product suites.
- Understanding of quality control workflows and duty of care systems.
- Strong analytical and problem-solving skills.
- Experience using a support ticket management system.
- Excellent communication and customer service skills.
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Desirable Experience
- Amadeus or Sabre.
- Atriis.
- SAP Concur.
- Evolvi.
- Trainline.
- Conferma Pay.
- TravCom.
- NDC content sources.
- Experience building and maintaining approval workflows.
- Remote support software.
- Supporting third-party technology platforms.
- Client-facing support experience.
- Data management, exports, and maintaining data integrity.
- Creating training materials and technical documentation.
If you're looking for your next challenge within travel technology support and want to join a forward-thinking organisation, we'd love to hear from you.
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