Overview

intuitive is a UK-based, leading provider of travel technology. They are looking to employ an enthusiastic, personable candidate to work in application support.

Through inspiring use of new technology and vast industry experience, intuitive have redefined how technology can support and drive forward the business of the key sectors in the travel industry; tour operators, OTAs and accommodation wholesalers. intuitive offers its customers a powerful end-to-end reservation platform (through its main product iVector) that delivers key benefits to its target customers enabling them to focus on what they do best.

The Support Analyst will provide support to intuitive's customers using intuitive’s reservation platform, iVectorOne, and related software applications. iVectorOne provides its customers with access to hotel content via all three major routes; direct contracts and connectors to external suppliers, i.e. channel managers and bedbanks via an API.

You will be taught the knowledge and skills required to support iVectorOne, and be given exposure to development tools such as SQL to help support this knowledge. You will work in a team of four, working in a busy, customer focused environment, working to contractual SLAs whilst providing fantastic customer care.

intuitive provides an exciting environment for ambitious and driven individuals. Those who enjoy being stretched, learning new skills and being challenged in a fast moving business will thrive on the opportunity they will be given.

The role is a full time position and is hybrid, with at least 2 days per week in the Croydon office.

As the support desk is open between 8am-5.30pm weekdays, you will be required to work a shift pattern, working either 8am-4.30pm or 9am-5.30pm.

Main Duties and Responsibilities:

• Solve customer support tickets and queries in an accurate and efficient manner
• Quickly accumulate existing iVectorOne product knowledge
• Provide warm, empathetic and highly competent customer service
• Manage client expectations regarding resolution of tickets
• Ensure that resolved issues are tested before they are passed on to the customer’s environment
• Proactively look for ways to integrate AI to improve delivery and efficiency

Key Skills, Experience and Capabilities

Essential:

• Strong academic skills in Science, Computer Science and/ or Mathematics
• Strong analytical, numeracy and problem solving skills
• Excited and curious about AI with personal, work or study projects to prove this
• A strong interest in technology, IT systems, and application support
• Ability to work well under pressure
• Strong communication skills and a customer-focused approach, with an empathetic understanding
• Self-motivated and quick to learn, able to prioritise and follow-through on tasks
• Willingness to learn and develop technical and customer support skills through structured training

Desirable:

• Has previously worked within the travel industry
• Understanding of object-oriented programming
• Knowledge of SQL Server
• Experience with Atlassian products (e.g. Jira)

Key Benefits of working at intuitive

• Access to Perkbox - discounts on gyms, restaurants, etc. plus Employee Assistance Programme and freebies, Awards
• Flexible working hours
• Company contributions to the company pension scheme – currently 4%
• Private medical insurance (after probation)
• 25 days annual leave entitlement rising to 27 after two years
• On-site gym and cafe
• Selection of fresh fruit available daily, with "beer o'clock" once a week
• Access to any training resources e.g. Pluralsight, books
• Season ticket loan (interest free, paid over 12 months)
• Opportunity to buy or sell up to 5 days holiday
• Leave on demand days (up to 3 days a year out of holiday entitlement – must be taken in single days)
• Recommend a friend (£500 per successful referral, paid after completion of probation)
• Access to Cycle to Work scheme
• Completion of the Level 3 ICT apprenticeship programme
• Lots of opportunities to grow and develop throughout the role

Entry requirements

• Able to commute to Croydon at least twice per week
• Strong academic skills, ideally in Science, Computer Science and/ or Mathematics

Skills requirements

Training to be provided

Apprentify's level 3 ICT apprenticeship covers topics allowing apprentices to support organisations relying on computer and communication systems in all areas of their operations and decision-making processes.  As an ICT apprentice, you will develop skills and knowledge of the industry by learning key IT essentials such as fault finding and diagnostics, preventative measures, routine maintenance, system tools and testing.  You will also gain an awareness of cloud systems and physical and virtual network components including an awareness of security and firewalls, network architecture, protocols and principles of database migration.

Things to consider

Future Prospects