Application and Product Support

About the role

The Support team works closely with the business, particularly the Customer Function, to manage complex customer queries and deliver timely fault resolution. These roles are responsible for responding promptly to online IT queries, ensuring issues are clearly documented, communicated, escalated where needed, and resolved efficiently. Support acts as a key link between Account Managers, utilised applications and products, and internal technology teams. The team provides regular updates on pending issues, supports clear and consistent communication, and helps ensure a high standard of service delivery for Orbit's technology platforms and products.

Key responsibilities

• Work closely with Account Managers and other business stakeholders to understand customer requirements and issues
• Capture and document customer queries and incidents clearly in agreed systems and tools
• Respond promptly to IT queries and fault reports via agreed systems (e.g. service desk tools, shared mailboxes, portals)
• Ensure all issues are logged correctly, with relevant details and categorisation
• Monitor queues and open incidents, performing regular checks to ensure progress is being made
• Provide regular follow up and progress updates to Account Managers and other stakeholders
• Escalate issues to the Application and Product Manager or relevant technical teams where additional expertise or intervention is required
• Provide clear, accurate and timely communication to Account Managers, internal IT/application teams and other stakeholders regarding issue status and resolution
• Support the Application and Product Manager and wider technology team by providing feedback on recurring issues and potential improvements
• Identify gaps in support information or processes and raise suggestions for improvements

About you

• Experience in the travel industry or closely related sector
• Experience working with travel technology platforms (e.g. GDS, OBTs, mid office and back office systems)
• Strong customer service focus and experience working with business stakeholders
• Good communication skills, with the ability to explain issues, status and outcomes clearly and professionally
• Attention to detail and a methodical approach to tracking and following up open issues
• Ability to work in a fast paced environment and manage multiple queries and faults concurrently
• Comfort using ticketing or service desk systems and standard office tools
• Collaborative, team oriented approach
• Calm and resilient under pressure, particularly during incidents or busy periods
• Willingness to learn about Orbit's systems and processes and to build knowledge over time