Support, Training, and Implementation Consultant

Job content

ATCORE is the leading international supplier of technology solutions specialising in software and services for the leisure travel sector. With our market-leading reservation and distribution platform, we empower travel businesses to meet the needs of travellers all through our suite of bespoke solutions - tailored to our clients’ needs. Our clients include TUI, DER Touristik, and EasyJet Holidays, just to name a few.

From large vertically integrated groups to smaller specialist operators, our customers enjoy a variety of service offerings, ranging from application support to the access of fully crewed data centres available 24x7. To ensure business continuity, we undertake several projects with our clients, which typically involves implementing our ATCOMRES suite using mainstream hardware platforms such as IBM, Microsoft and HP. Our services include the delivery of a solution that can include a degree of customisation of specific requirements together with configuration and parameterisation during the implementation process.

Join in the creation of technologies that impact millions of travellers in a multi-trillion dollar industry. Be part of a highly motivated family and grow your career with the guidance of exceptional leadership.

Position:

Department Objective

We have an exciting opportunity for a confident Consultant to join our Product Support Testing and Delivery department. Currently, a small but focused team, dedicated to providing a service to our ATCOM customer base against clear performance objectives and quality as defined in the Service Level Agreement. Primarily, this is to provide ongoing implementation, training, application support, and care for life - support for third party products (e.g. Reporting tools), Software Release, System Configuration, Functional Testing and Quality Assurance.

Purpose of the Job

Joining the Software Delivery team, you will be required to undertake the initial setup and implementation of new environments. Whilst providing demonstrations, training, and post implementation support. You will be working in partnership with the product development team, to provide non-technical support and functionality testing whilst providing customer support services.

Are you someone who has a passion for technology matched with good interpersonal skills and can provide a confident, friendly and supportive service? This is an excellent opportunity to get involved in a broad range of IT related projects and activities in a fast-paced environment.

Team Principal Responsibilities

• Develop comprehensive understanding of the systems.
• Confidence to demonstrate the functionality to multiple spectators from all levels of a business.
• Great communication skills to train new users.
• Train users in classroom andor virtual environments.
• Engage with, and welcome new customers.
• Create working relationships.
• Control and manage customer Implementation plans.
• Business Analysis of new and existing customers.
• Understand how the individual businesses work differently whilst using the ATCORE suite.
• Potentially Weekly On-site customer visits throughout the UK and Europe.
• Ensure that standards are maintained, and that effort is prioritised and scheduled on a daily basis, this includes customer reporting and communication.
• Ensure that the standards for Call Handling are adhered to rigorously, in particular: Call Logging, Issue Closure, Expectation Setting, Escalation, and Customer Feedback.
• Undertake functional testing of all Bug Fix Releases, Software Roll-outs and Developments.
• Ensure that supported systems and procedures are documented such that the service provided internally and externally benefits from appropriate operational resilience.
  

Requirements:

To be successful in this role you must possess the following knowledge, experience, core skills and relevant qualifications:

• Training - Demonstrable ability to provide classroom and virtual training to various level stakeholders.
• Travel knowledge - Experience within Travel Industry or related business. Any Operational experience with Tour Operating or Overseas Operators an advantage – Training will be provided.
• Confident Communicator - Needs to be fluent, articulate, good use of language ability relay information in a clear and organised manner.
• Stress tolerance - Pressured environment, therefore the ability to approach with calm and equanimity, whilst maintaining effectiveness.
• Analytical - Clear ability to assimilate data from different areas, highlight concerns and opportunities, accurately link cause and effect and use information powerfully to rectify operational problems.
• Customer Facing - A demonstrable ability to positively interact with Customers. The basic skills must exist e.g. listening, empathy, teamwork, and handling difficult situations.
• Travel - Ability to Travel across UK/Europe on a bi-weekly basis (not all the time). Potentially further afield e.g. North America.
  

It would be ideal if you possess one or some of the following knowledge, experience, core skills and relevant qualifications:

• Languages - German would be very useful.
• ATCORE Systems - Some experience of the main functionality of one of ATCORE’s systems would be useful. Training will be provided.
• Technical Knowledge - Some basic knowledge of Microsoft SQL Server is advantageous. Training can be provided.
  

Other information:

Why join ATCORE:

In addition to a competitive salary, we offer a wide range of additional benefits, including employer matched contributory pension scheme, business and personal travel insurance, healthcare schemes, life insurance, and many more.

We carefully recruit, retain and develop our most talented personnel and, as a result, have a uniquely low level of employee turnover of around 5%. Half of our employees have been with the company for 10 years or more, a level of longevity very rare in the technology sector.

Based in Slough, UK, with offices in North London, Sussex and Cardiff, we are 250 employees strong and hire people with an unparalleled combination of industry and technical expertise.

Join in the creation of technologies that impact millions of travellers in a multi-trillion dollar industry. Be part of a highly motivated family and grow your career with the guidance of strong leadership.

Other Information

Candidates must be eligible to work in the UK and at the specified locations across the world.