What are the responsibilities and job description for the Travel Support Specialist position at Internova Travel Group?
Overview
The Travel Support Specialist is responsible for handling daily inquiries from advisors, providing assistance in resolving support-related queries, and offering ticketing support. This includes managing domestic and complex international air reservations to ensure seamless travel solutions.
Responsibilities
- 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.
Qualifications
- Experience with multiple GDS platforms, Sabre, Amadeus, Galileo or 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
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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