Client Technology Support

Client Technology Support - Remote work

Hours: Various Hours needed between 9:30 a.m. and 7:00 p.m.

Objective of the Position:

Internal and External Technical Support of our online booking tools and technologies

Job Summary:

Provide courteous, timely, accurate and efficient issue resolution to internal and external customers in answering inquiries and solving problems related to online booking tools and technologies. (Concur Travel, Deem, Get There, Travelbank and Sureware)

Essential Functions:

• Assist customers with online tool navigation, password resets, and provide guidance on updating profiles

• The customer support agent is able to look at online issues and diagnose the root cause. (Support agent will be required to recreate issues in the online tool and in the GDS.)
• The online support agent will organize their day by answering client support calls, chats and emails. The employee is expected to provide follow up on all issues.
• When necessary, the online member will open a service desk ticket and consistently follow up until the issue is reconciled. The employee will communicate to management escalated issues and trends.
• An online support member will be expected to keep current with newest online tool releases, product enhancements, and current events related to the travel industry.
• An online support member will be expected to support World Mobile (our mobile app product), Flight Stats, with user registration, basic navigation and trouble shooting of error messages.

Time Spent Performing Essential Functions (Generally):

• Assist customers with online tool navigation, password resets, and profile updates. 75%

• Assist customers with world mobile app, flight stats, questions and reported errors 10%
• When necessary, the online member will open a service desk ticket and consistently follow up until the issue is reconciled. The employee will communicate to management escalated issues and trends. 10%
• An online support member will be expected to keep current with newest online tool releases, product enhancements, and current events related to the travel industry. 5%

Competency and Position Requirements

• Excellent written and verbal communication skills, particularly with a customer service focus
• Independent worker who is a self-starter and who is willing to learn
• Strict attention to detail
• Ability to work in a fast-paced, stressful environment
• Commitment to lifelong learning
• Technical Aptitude

Education and Experience Requirements

High School Diploma

College Degree Preferred

If you require reasonable accommodation for the application and/or interview process, please notify a representative of the People Operations Department.