Customer Service Technical Support - Blackburn - £18k - 21k -

Customer Service Technical Support – Blackburn – £18k – 21k

| Job ID: CMRCST01 | £18000 - £21000 per annum


Cummins Mellor are looking for a Customer Service Technical Support operative for a well known IT development company based in Blackburn.

My client is a well established IT development company within the travel industry, providing a niche service to businesses.

Easily accessible from the motorway networks, this company offers an environment which has a wealth of experience and passion for travel technology.

The Role

Reporting to the Operations Manager, you will offer frontline support to customers through telephone, email and online support methods. Incorporating the need for technical diagnosis of problems with the aim of resolving them within agreed service level agreements, with regular feedback on progress.

The position demands an innovative and dynamic individual who is willing to take on the challenges spanning a variety of technologies and focusing on numerous aspects of the travel industry. Working closely with key stakeholders both within the company and externally to overcome issues as well as delivering forward-thinking strategies on the improvement of multi-product or complex travel technology solutions.

Responsibilities will include:

  • Ownership of customer communication and contact with respect to operational issues and enquiries. To provide front-line support through a variety of methods such as telephone, email and online support methods.
  • Thorough and detailed investigation of customer issues with the ability to provide 1st and 2nd line support across multiple products and technologies.
  • Experience of handling queries relating to XML/API and the ability to troubleshoot and problem solve at a technical level.
  • Incident management ensuring a continual and consistent workflow to both the support and development aspects of the business which provides confidence to our customers.
  • Work closely with internal stakeholders as well as suppliers and partners. Ensuring a professional and appropriate relationship for handling queries and integrating services.
  • Support new and continued development through regular testing with structured and well delivered feedback.
  • Ability to prioritise and multi-task a number of jobs and tasks, working to deadlines and providing regular updates on progress.
  • Deliver against the key business objectives, business service level agreements with an awareness and aptitude to consider individual key performance indicators.

The Ideal Candidate will:

  • Be positive and forward thinking with pro-active attitude
  • Have strong questioning skills
  • Be tenacious with a strong analytical and investigative mind
  • Be prepared to work individually and as part of a team
  • Be Customer focused
  • Demonstrate an ability to work within a fast paced environment showing dedication and ownership, ensuring this is followed through to a conclusion
  • Have an understanding XML/API and the ability to troubleshoot and problem solve on a technical level.
  • Have experience of third-party payment gateway solutions and GDS
  • Demonstrate ability to understand, analyse and interpret data.
  • Possess effective questioning and listening skills, being able to pinpoint the exact issue in order to get a resolution
  • Demonstrate strong communications skills – communicating in a clear and concise manner with accuracy and spelling a priority. Able to present and discuss information in a clear and precise manner on a verbal and written platform
  • Have a ‘can do’ attitude with a flexible approach to work
  • Be able to build and maintain good working relationships internally and with external customers, suppliers and partners
  • Demonstrate a logical thought process, meeting customer demands and expectations
  • Possess excellent, assertive and controlled telephone manner
  • Have previous experience within a travel or travel technology based company or role is desirable
  • Have experience of software solutions within the travel industry would be an advantage, specifically experience of GDS and hotels
  • Be professional, engaging and enthusiastic
  • Demonstrate ability to take responsibility and be accountable for results
  • Have a positive and Customer oriented approach, confident in reaching out when required.
  • Adaptable and eager to learn
  • Keen eye and attention to detail
  • Punctual
  • Geographical awareness/understanding of time zones
  • Superb organisational skills
  • Ability to be flexible around working hours and shifts to accommodate the support of global customers and suppliers
  • Occasional visits to client sites may be required so a clean driving licence would be beneficial

If you would like to be considered for this role, please forward your CV to

This is a fantastic opportunity for a Customer Service Technical Support Advisor to take up a permanent role within a thriving Lancashire business.

Cummins Mellor is a family run employment agency who have been serving businesses across East Lancashire for nearly 25 years. We pride ourselves on sourcing the highest quality, temporary and permanent candidates for local employers. If this particular role isn’t what you’re looking for then please take a look at our website for other available opportunities. Due to consistently high volumes of applications, Cummins Mellor are unable to contact all applicants directly. Should you not hear from us within 2 weeks of application, please consider your application to be unsuccessful. We apologise for any inconvenience this may cause.