Customer Experience Representative
Secureframe
AWSSFDC
Travel Support Specialist
Internova Travel Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $30 per hour
Job Level
Mid-LevelSenior
About the role
- The Travel Support Specialist is responsible for handling daily inquiries from advisors.
- Providing assistance in resolving support-related queries, and offering ticketing support.
- Managing domestic and complex international air reservations to ensure seamless travel solutions.
- Responsible for supporting questions on navigating the GDS, formats, Profiles, CSL, Advisor Portal & Intranet.
- Provide overall customer service and support.
- Research and troubleshoot all service desk questions.
- Working in a Service Desk environment, action or reassign ticket queries.
- Responsible for handling 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.
Benefits
- choice of two medical plans and two dental plans
- vision insurance
- flexible spending accounts (FSAs)
- company-paid life insurance and AD&D
- optional additional life insurance and AD&D
- disability insurance
- paid parental leave
- paid time off
- 401k Plan with company match
- discounted employee travel options
- access to LinkedIn Learning webinars and courses
- discounted pet insurance and auto, home, & renters insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
GDSSabreTravelport+Galileoair ticketinghotel reservationscar reservationsnon-arc invoicinginternational reservation processcustomer service
Soft skills
problem-solvingcommunicationescalationflexibilitycustomer supportinquiry handlingtroubleshootingtime managementadaptabilityconflict resolution
