Product Support Specialist

Overview

Job Summary:

This position will be looked upon as the subject matter expert for leisure technology programs, including implementation of multiple TLN products and services. Understanding how all the TLN technology programs work is vital and will require cross training which will include but not limited to multiple CRM’s.Manage day-to-day operations of several TLN products and services while at the same time gaining additional agencies to move or expand our TLN user base. As the subject matter expert this person will be responsible for onboarding/off boarding multiple products.

Implementing and increasing usage of our TLN products and services is important and this is done by maintaining service standards through customer service. This person will need to continuously look for new, more effective ways to service our customers.

Responsibilities

Administration:

• Work with internal departments to identify, document, and track what is needed for members when it comes to onboarding or offboarding.• Administration of TLN programs, including but not limited to two TLN Email Hosting Programs• Administration of technology programs as they are related to the Engagement Marketing Platform, including but not limited to ClientBase, AgentMate, Salesforce, VacationCRM, Engagement Ordering Site, Agent Profiler.• Liaison between Travel Leaders Group resources and business unites to report and resolve issues for products.• Identify critical “bugs” to the systems and work with IT staff to bring resolution in a timely fashion• Perform end user testing for all technology programs to ensure product releases are error-free• Customer Relationship Management (CRM) knowledge. Including but not limited to ClientBase, AgentMate, Salesforce, VacationCRM etc.

Communications:• Document business requirements to assist TLN and outside development firms to meet business needs. • Support agency questions via phone and email• Creating communications updating agencies on program changes/enhancements

Qualifications

Requirements:

• Minimum of B.A. degree or equivalent• Minimum 1 year experience on SalesForce.a plus• Experience or knowledge of a Travel Agency GDS and Back office• Proven experience in CRM management and implementation• Strong understanding of the travel industry, particularly leisure travel• Excellent customer service and communication skills• Adaptability and willingness to learn new technologies • Experience working with IT professionals• Experience with Microsoft Office Products

1. Change Management…Be an advocate for positive change and improvement within the organization by identifying and communicating the compelling need for change / improvement.2. Business Communication…Use results-oriented writing techniques and strategies for correspondence (e.g. memos, letters, reports, proposals, etc.) with correct grammar and punctuation.3. Time Management…Skilled in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve results.4. Decision-making…Improve the speed and direction of decisions by clarifying and setting goals, sharing perspectives on reality, identifying options and creating consensus on a way forward (action steps).5. Project Management…Use tools and processes to identify project goals, set and manage schedules, anticipate and identify issues, remove obstacles, delineate responsibility, track task completion and communicate project process

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.

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