Service Designer
AND Digital
Travel Support Specialist
Internova Travel Group
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $30 per hour
Job Level
Mid-LevelSenior
About the role
- Handle daily inquiries from advisors, providing assistance in resolving support-related queries and offering ticketing support
- Manage domestic and complex international air reservations to ensure seamless travel solutions
- Support questions on navigating the GDS, formats, Profiles, CSL, Advisor Portal & Intranet
- Provide overall customer service and support
- Research and troubleshoot all service desk questions
- Work in a Service Desk environment, action or reassign ticket queries
- Handle calls, emails, and remote desktop share to facilitate from point of contact to resolution
- Provide timely response within the SLA (Service Level Agreement) 60 min
- Escalate complex problems to higher level of expertise and work with internal teams and departments within the organization and vendor
- Facilitate rejected ARC (Airline Reporting Corporation) errors from daily queue list (if applicable)
- Guide and or assist Advisors with ticketing, including new sales, exchanges and GDS profiles
- Serve as back up to Advisor Support Coverage desk (Position supports Corporate/Leisure Independent Contractors when they are out of the office)
- Support Paid Services on an ad hoc basis
Requirements
- Experience with multiple GDS platforms, Sabre and Travelport+ experience preferred
- Proficient in primary GDS with minimum of 5 years’ experience; Travelport+ or Galileo preferred
- Proficient in secondary GDS with minimum of 2 years’ experience
- Deep knowledge of GDS formats, air ticketing, hotel, cars, and non-arc invoicing
- Knowledge of international reservation process
- Travel agent experience preferred
- Ability to handle difficult situations with little or no guidance, knows when to escalate to a leader
- Good understanding of key GTC initiatives and employs good communication skills
- Client Base knowledge a plus
- Flexible hours
