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Technical Support Team Leader - Scotland - East Kilbride

Customer Services & Support
Ref: 10 Date Posted: Friday 22 Dec 2017
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Join Traveltek and play a part in shaping the future of online travel booking!

Traveltek is currently pursuing an aggressive global expansion strategy. The East Kilbride-headquartered firm, which also has offices in the Midlands, Sydney, Miami, Dubai, Singapore and Hong Kong is looking to strengthen its market share in existing locations and establish a presence in new growing markets.

Purpose:

As Technical Support Team Leader you will be responsible for our client service & support.  You will act as Line Manager and assume responsibility for the worldwide support team. You will have experience in providing technical support in an e-commerce environment to ensure that the team are successful in their efforts to answer support tickets and ensure swift resolution of issues. As part of the on-going progression of the team you will also assist with identifying, planning and implementing improvements to develop efficiency, capability and operational service delivery.  

Responsibilities:

  • Providing technical leadership and guidance to the support team in their service delivery efforts
  • Conduct Quarterly Reviews for direct reports, setting Key Performance Indicator (KPI) targets and progression planning of Team Members.
  • Daily mentoring of direct reports and provision of guidance for any and all issues raised.
  • Produce, pre-plan and update the Support Team Rota covering 24/7 shifts for all direct reports, considering skill levels, holiday requirements and travel arrangements.
  • Be influential and support the Service Delivery Management Team in major incidents to ensure coordination through to resolution
  • Act as a point of escalation for any urgent and impacting issues reported, this to include being one of the main contact points during an outage, which may take place 24/7.
  • Identify and mitigate potential financial liability for Traveltek and ensure that Key Stakeholders and kept informed. 
  • Identify and mitigate any supplier related issues, this to include removing a supplier from the platform and escalating as required.
  • Reporting of incidents that require further escalation to Senior Management.
  • Periodic reporting of data required to ensure that we are meeting the requirements of client Service Level Agreements (SLA).
  • Producing of periodic client notifications reporting on any issues, which cause impact to a clients business operation.
  • Producing of Incident Reports for any interruption to service on the Traveltek Platform.
  • Reporting of weekly statistical analysis for all tickets contained within the Traveltek ticket portal.
  • Developing internal tools for use within the support team, including any additions to the issue management tool and integration with external services such as slack (Real Time Messaging tool)
  • Assist Customer Services team with Claims process by providing technical background information for any claims submitted by clients.
  • Work to resolve complex issues that have been escalated by the Support Team or from external teams, including fixing the issue by amending the code.

 

Person Specification:

  • Demonstrable working experience in Client facing situations and provision of obsessive Customer Service Support.
  • Passionate about providing excellent customer service and driving service delivery excellence
  • Have the ability to become a Subject Matter Expert for products within the Traveltek platform.
  • You must have the ability to explain issues to both technical & non-technical stakeholders at all levels of the business and to external clients.
  • Experience with creating web applications in Perl, Python or similar, and implementing web interfaces in HTML and JavaScript. A knowledge of Bash scripting and Linux Command Line knowledge would be useful.
  • Applicants must have a good technical background, either a relevant IT qualification, work experience, or significant demonstrable skills.
  • Excellent communication skills, able to adapt to the requirements of the audience
  • Outstanding planning and analysis skills, with an ability to manage concurrent projects and issues
  • Resilient, logical, calm and innovative problem solver
  • Ability to think strategically and to lead
  • Advanced trouble shooting and multi tasking skills
  • Foreign language skills, especially Spanish, German, Italian or French would be advantageous
  • ITIL or Six Sigma (or similar), although not a necessity, would be advantageous

 

Summary:

The position of Technical Support Team Leader is an exciting, dynamic and highly rewarding one for the right candidate. The successful candidate will benefit from a competitively based salary starting from £25-£30k per annum with a benefits package inclusive of Private Health Care, Performance related KPI bonus and Pension Contribution Scheme.  

This is not a position for the faint hearted requiring several areas of cross skilling and an overall drive to be the best in your field.

This position is full time and office based at our HQ in East Kilbride, Glasgow.

This position is subject to pre-employment checks including Disclosure Scotland screening.


Team spirit
Join Traveltek and you become part of a team that values strong working relationships, career progression and shared success. We are committed to your development and job satisfaction in the firm belief that if you excel, so do we. We want you to play a key role in our evolution and expansion, becoming part of our ongoing success story – and the growing Traveltek family.

 

Take your career to new heights with Traveltek. We look forward to having you on board!