First line Support Analyst - Reservation Software

Global Technology Solutions Ltd
£19500 - £20500 per annum
07 Nov 2017
15 Nov 2017
Contract Type
Full Time
We are looking for a First Line Support Analyst, ideally from the hotel industry to join a fantastic organisation in Shrewsbury, Shropshire.

Salary: £19,500 rising to £20,500 after probation.

Due to location and working hours this role will be better suited to a car driver.


The Support department is responsible for all aspects of support to new clients and existing 1900 plus customers.

The ideal candidate should have a sound working knowledge of reservation software and Microsoft Office software products and have previously held a reservations or front office position within the hotel industry.

The ability to work effectively within a team environment and also on their own initiative with the ability to communicate at all levels; both written and verbal will be key qualities of the successful candidate.

They would also be proficient in the following areas:

*Organisational skills and the ability to prioritise work load
*Strong verbal communication skills - both written and verbal
*Keen attention to detail
*A good degree of patience
*The ability to work under pressure in a busy environment
*Ability to work independently
*Excellent customer service skills and the ability to remain patient, polite and professional at all times

Key Responsibilities:

*Answering the telephone to customers in a courteous, professional and polite manner.
*Monitoring Support Emails/Voice Mails/Faxes and dealing with them appropriately.
*Logging, investigating, and closing calls logged by customers, internal staff, and 3rd parties with a high level of accuracy and detail.
*Escalating calls logged to Second Line/Development when required.
*Follow internal security and data handling procedures
*Maintaining and updating sensitive customer data

The support desk currently covers the hours of 6:45am to 11pm 365 days a year. This is completed on a shift basis with the rota being produced up to a month in advance.

If you have the above skills and experience please apply now!

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