Bilbao
Sales and Support – Full time

Our Company

Revenue Management Systems (RMS) is the third largest vendor of airline Revenue Management (RM) systems in the world. Based in Seattle, Washington (USA) it has offices around the world that provide its customers with 24-hour per day support.

More information about the company can be found at: www.revenuemangement.com.

Software Systems

Working with airline customers around the world RMS has developed the most capable airline RM system called airRM. Compiling information from multiple data sources (reservations systems, competitive fares, web analytics, etc…), offering many unique inventory management tools (overview, business rules, forecasting and optimization, etc…) and capable of producing the richest set of reports, airRM offers more than any other RM system available today.

Designed for smaller airlines, airRMexpress brings powerful inventory management tools to a whole new audience while often also giving these airlines their first reporting capabilities.

The Job

RMS has been growing successfully in Europe and the Middle East. Today, over 25 airlines are supported from the EMEA Sales and Support offices. The increase in airline customers has driven a need for additional staffing.

The Technical Support Analyst is responsible for providing customer service by monitoring systems, trouble-shooting issues, solving issues, answering customer questions and responding to customers’ system enhancement requests. Success in this role requires technical knowledge, the ability to research, communication and collaboration with RMS support and development employees around the world. The primary communications tools used are: email, telephone, Skype, Webex and SMS as well occasional in-person meetings.

Responsibilities

  • Ensure positive relationship between RMS and its customers
  • Monitor daily processes of customer system installations using email, phone and remote log-i
  • Answer customer questions about the systems in a timely manner
  • Learn about new features of the systems and be aware of planned development
  • Communicate with RMS developers to address customer questions or enhancement requests
  • Manage requests for new features and defect fixes using VSTS
  • Maintain and update user manuals and documentation

Reporting Relationships

  • Reports to Director, Sales and Support – EMEA
  • External contacts include mid and senior-level airline RM staff

Requirements

  • Ability to independently initiate action when unexpected changes are encountered
  • Knowledge of computers: processing, memory, storage, folders, internet connection
  • Exceptional telephone, email and customer service skills
  • Highly skilled with Microsoft Office products: Excel, Word, Outlook, PowerPoint
  • Able to take part in new projects away from the daily work.
  • Willingness to travel  
  • Time management and self-direction skills
  • Fluency in written and oral English
  • Bachelor’s degree
  • Attention to detail 

Preferred

  • Experience working for an airline RM department or knowledge of airline RM
  • Data or analytics work experience
  • Experience in a customer-oriented software support environment
  • Fluency in additional languages
  • Knowledge of SQL

Location

  • The position will be based in Bilbao, Spain.

Training

  • Familiarization with airline RM concepts and terms
  • Full training on airRM and airRMexpress systems
  • Complete instruction on system architecture and processes
  • Instruction on company policies and procedures