London, Farringdon 5th November

*REPORTING TO: PRODUCT SUPPORT AND TRAINING MANAGER**

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of the TripActions Group, and together we are setting the agenda for the future of business travel.

*PURPOSE OF THE ROLE**:

At R&M we have several proprietary products that we offer our customers and offer support for third party products also:

*Product Name**
*Description**

iQ

Agent reservation system that allows our internal staff to make reservations, configure and manage our customers from

R&M/Portal

Portal that allows our customers to manage profiles, invoices and view trip information

R&M/Protect

Traveller Tracking and Destination Intelligence

R&M/Book

Self-booking tool

R&M/Mobile

Mobile App that allows our customers to view their itineraries (with real time updates) and make reservations whilst they are on the move

R&M/Approve

Approval tool

Concur Travel & Expense

3rd Party Self-booking Tool and Expense platform

Evolvi

UK Rail booking tool.

As part of our wider software development function R&M provide Online Support for the customers that use the product(s). By having a dedicated team we are able to provide better customer service by offering expertise directly to the customers and by gathering the data and insights on how our products work both from a user experience and technical angle. All of this is with the aim to aide faster development of the product(s).

This role is to provide 1st Line Support for R&M clients on the aforementioned products.

*WHAT YOU’LL DO**:
To provide technical support and training for enquires made to the Online Support desk on R&Ms proprietary product(s) including but not limited to R&M/Portal, R&M/Protect, R&M/Book, R&M/Mobile and R&M/Approve
Problem resolution following full process cycle from front end user through to site configuration, Sabre commands and possible fare issues
Escalate, log and regularly review site issues up to point of resolution
Follow the Online Technical Standards to drive client self-sufficiency and reduce reliance on the support team for ‘how to’ enquiries
Log all client enquires using help desk software to ensure trends can be analysed
Monitor airline messages and cancellations impacting travel booked online
Maintain existing sites including policy updates, configuration changes, messaging and so forth
*WHAT WE’RE LOOKING FOR**:
Experience of working with and supporting self-booking systems
An understanding of the importance of Online booking and how it fits alongside an offline service provision with the growth of our business
A strong team player with the dexterity to support colleagues and clients across a multitude of support queries and products
Inquisitive with the ability to use own initiative to solve problems in a methodical manner
An excellent communicator who makes the complex look simple
Integrity will be important to you - open, honest and direct - with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where all are treated with respect
Clear communicator, able to articulate key messages to a diverse audience
Highly organised and efficient individual with a keen eye for detail
Knowledge of Sabre GDS
Good written English
MS office; Word, Excel, PowerPoint
*INTERNAL RESPONSIBILITIES**:
Responsible for assisting with compliance to Reed & Mackay’s certification programmes and policies.
*NEXT STEPS**:

Product Support - 1st Line

Job Type