Online Product Support Co-ordinator

Location: Remote

Company

hirify.global is a UK-based business travel management company using travel technology and customer service to support corporate travel programmes.

What you will do

• Provide comprehensive second-line technical support for ClarityGo, Concur, MeetingsPro, Track, and Insights.
• Investigate queries and escalated issues from branches, clients, and first-line support.
• Assess user impact, commercial impact, priorities, and required resolution times.
• Coordinate with the Change team and external system providers, including managing escalation logs and fix dates.
• Communicate system issues, updates, timelines, and ongoing problems to internal and external stakeholders.
• Analyze query trends, identify training needs, suggest product improvements, and maintain Freshdesk tickets.

Requirements

• Strong technical and investigatory ability.
• Knowledge of online booking tools and web-based programmes.
• Excellent verbal and written communication skills.
• Logical thinking, attention to detail, accuracy, and ability to follow instructions.
• Ability to work remotely, independently, and under pressure.
• Customer service experience.

Culture & Benefits

• Monday to Friday, 37.5 hours per week.
• Generous holiday entitlement and a day off for your birthday.
• Hotel and airline discounts.
• Employee Assistance Programme and staff awards.
• Unlimited £1000 refer-a-friend bonus.
• Bright, energetic, fast-paced, and rewarding work environment.