Online Support Consultant - Derby, United Kingdom - Capita

Capita

Verified Company

Derby, United Kingdom

5 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Purpose of the role:

Co-ordination of online support activities, working with all members of the Implementation and Operations Team, internally and with external customers to support our online solutions.

Administration and supporting of the online tools for new and existing customers together with development projects associated with online and back office systems, such as our Online Travel tools, Profile tool and other online solutions as required.

These online tools will include all products which are rail, air, hotels, car hire, taxi solution and M&E.

Job title:

Online Support Consultant

What you'll be doing:

Actioning any online support queries into the team in regard to the booking tools and escalating any errors internally with Implementation Teams/ IT department
Monitoring a support inbox and investigating potential bugs in the system.
Answering questions from users on how to use/navigate the system
Managing online systems and providing online customer support
Setting up adhoc new user logins in the online products and removing leavers
Monitoring error reports and fixing the issues as they arise
Working with the Implementation Teams to support in the effective migration and/or go live of customers to new systems or products
Managing new change requests for customers who are in BAU
Support in the upkeep of internal customer reference documents
Customer Matrix etc
To support colleagues and team manager in ensuring the highest level of service is offered at all time
To communicate in a professional manner at all times both internally and externally
Managing and updating validation uploads into all systems such as Insight, Evolvi, Marrs.
Managing profile updates in both the GDS and online booking tools
Updating Air fares into the GDS
Managing administration within the online products
Managing the client database admin Helplines via Marrs
Responsible for updating all data feeds including setting up all starters/removing leavers and managing changes in all the online booking systems for multiple clients
Managing travel alerts across the business
Working with Implementation prior to a new online account going live and testing all aspects of the online tools before sign off into the Online Helpdesk team
Conducting online training to new and existing customers via webex conference call and road shows where required
Testing of new online products and solutions
Support of any other new products provided to our customers, as required
Managing the VIBE error queue, and ensuring all bookings are passed over to operations in a timely manner. All error messages are thoroughly investigated.

What we're looking for:

Essential:

Computer literacy required, proficient user of Microsoft office systems
Knowledge of at least one GDS, preferably Amadeus and Evolvi
Experience of the Corporate travel industry

Desired:

Online support knowledge
Booking of Flights in a GDS and ticketing
Excel knowledge to include V look up tables

About Agiito:

At Agiito, we're developing smarter ways of working for the future. We're helping travellers, bookers and organisations think and choose better ways to travel, work and collaborate.

Our talented team of have helped the National Grid to organise a sustainable Family Fun day and reduced business travel costs for Burgess Salmon.

Join us and discover better as you help organisations to change the way they travel and meet.

What's in it for you:

A competitive basic salary
23 days' holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors.

There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that.

Our purpose is to create a better outcome for you.

What we hope you'll do next:
To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

Location:

Derby
,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent