Position Title: Product Support Specialist, Travel Technology
Reports to: Director, Air/Hotel Technology and Services
Location: Remote, US (Seattle, WA)
JOB DESCRIPTION
Responsible for 1st Level support of all Ensemble Travel Group agent facing solutions under the white label booking engine product line. Solutions include but are not limited to B2B, B2C and B2B2C booking portals, as well as integrated business intelligence platforms.
The Product Support Specialist, Travel Technology is required to provide client support through phone coverage, email/service desk ticket platform in accordance with prescribed hours of operation and service level agreements.
This role is also responsible for the delivery of time sensitive service alerts both scheduled and unscheduled. The Product Support Specialist, Travel Technology will participate as part of a cohesive team to deliver support at the highest levels of customer service, responsiveness and business communication etiquette.
Customer Service Responsibilities -
- Responsible for full coverage of the product support phone channel ensuring all calls are answered within the department defined guidelines and that all calls are logged in the service desk for tracking, follow-up and resolution.
- Ensure that all tickets submitted through the service support desk are handled within the department defined guidelines and SLAs for claiming, resolving and/or escalating, and closing requests.
- Ensure that all communications written and verbal throughout the service interactions follow defined guidelines for business writing and communication skills.
- Daily time management to ensure support requests are balanced with ongoing projects.
Product Support Responsibilities -
- Act as a Navigate and Aviate product consultant researching, documenting and identifying technical and operational issues submitted by Ensemble, Member agency customers and Suppliers.
- Responsible for coordinating and directing requests to appropriate internal and external subject matter experts for escalation support where applicable.
- Maintains an up-to-date and effective knowledge base of known issues and product updates to assist in tracking product performance objectives and identifying opportunities for adoption.
- Conducts navigational support through ad hoc online training, via reference materials, and in one-on-one sessions on general services and features.
- Maintains quality control procedures to deliver an excellent service experience through expert product advice and established standards.
- Maintains technical knowledge by attending product calls, product reviews, (where available) educational workshops; reviewing publications and evaluating change management needs against product enhancements.
- Responsible for testing and maintenance of online booking tools
- Contributes to team effort by accomplishing related results as needed.
- Assist with on-boarding and off-boarding processes related to online booking tools and other technology products and software.
- Load content on various websites including promos, contracts and commissions
- Help with department projects, reporting and commission tracking as needed
Core Competencies:
- Active Listener
- Attention to detail
- Communication
- Focus on Quality Control
- Teamwork
- Technical Zeal
- Training
- Customer Service
- Time Management
- Project Management
- Implementations
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.
Required qualifications:
- Technical zeal and quality control proficiencies
- Training and self-development
- Adept at presenting technical information with experience in product issue tracking
- Professional presentation and written communication skills
- Proficiency in Microsoft Office products
- Multi-task oriented with attention to detail
- Excellent written and verbal skills
- Superior organizational skills, ability to meet deadlines on a consistent basis
Required education and experience:
- 5+ years in the travel industry with exposure to travel agency operations and/or technologies
- 5+ years of experience in the support and/or deployment of eCommerce and operational technologies to travel consumers, travel agents and/or travel suppliers
- Experience with GDS reservation platforms (Sabre, Travelport, Amadeus)
- Proficient with online booking tools (air/hotel/cruise) and product testing
Preferred education and experience:
- College degree
- Knowledge of cruise lines, client base, sale/promotional sailings
- Familiar with air and hotel contracts, rate loading and booking processes in the GDS, along with commissions and commission tracking
- Knowledge of JIRA, Zendesk, ManageEngine and similar ticket tracking platforms
- Knowledge of SharePoint
Travel:
Approximately 10% of travel is expected for this position with occasional international travel.
Supervisory Responsibility:
This position does not have direct supervisory responsibilities.
Position type & expected hours of work:
This is a full-time position, non-exempt position. Work hours are Monday through Friday, 9:00 a.m. to 5 p.m. PT. Occasional evening and weekend work may be required as job duties demand.
Benefits:
- Medical, dental, and vision benefits with employer contributions (FSA / HSA), life insurance, long term disability
- Vacation/Personal/Sick Days
- 11 paid holidays
- 401K and Matching Retirement Program
- Free and confidential Employee Assistance Program
- Commuter Benefits
- Tuition Reimbursement Program
- Community Day of Service
- Employee rewards and recognition program
- IATA Travel Industry Card (discounts and promotions on Travel)
Company Description
Ensemble Travel® Group is a travel industry related company which supports travel agencies with turnkey marketing and technology solutions. Founded in 1968, Ensemble is a proactive, member-owned international organization of approximately 850 professional travel agencies in the U.S. and Canada, and with recent expansion into Australia and New Zealand. With a membership that represents billions of dollars in travel sales each year, Ensemble Travel Group has achieved a 50-year record of boosting members' profits and delivering high-volume sales to its preferred suppliers.