Full job descriptionProduct 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.
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.
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.