What are the responsibilities and job description for the Application Support Specialist position at Internova Travel Group?
Overview
Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients. Click here for more information about Global Travel Collection.
Responsibilities
The Application Support Specialist (GDS Support) role is responsible for providing GDS Support to agents and internal departments that require assistance in resolving issues that could affect multiple points of the support structure within Agency Services and Operations. The Specialist will be responsible for supporting these requests and ensuring that the requests are researched, tracked, escalated and resolved. Collaboration between all departments is a must to ensure processes are working efficiently and that training needs (where applicable) are brought to the attention of appropriate departments to reduce the number of reported errors and concerns.
Processes should always be documented and implemented to reduce issues that arise from undefined practices or changes in industry standards.
Working in the Service Desk environment, requests are opened for questions and concerns from multiple departments. The requests can include, but are not limited to:
- Sabre, TP GDS Software support
- ClientBase product Support
- Report and escalate GDS system issues to next level
- Agent GDS Questions (formats, workflow, processes)
- Agent Onboarding
- TripCase and Compleat Communications support for agents
- Assist with Agency Implementations
- Agent facing product support
- SharePoint support
Evaluate and escalate issues for training opportunities. Collaborate with training team, Operations Directors and Managers to highlight reoccurring issues, errors, and gaps in GDS skills.
Evaluate and escalate issues to other IT and Operational teams as necessary.
Continuously review and enhance communication procedures and channels to ensure proper delivery of relevant information to agents and support teams.
Qualifications
- 3 -5 years’ experience on Travel GDS system: SABRE
- Travelport experience (systems a plus)
- Amadeus (a plus)
- GDSx/Concur Compleat experience a plus
- ClientBase knowledge a plus
- Travel agent experience a plus
- Advanced knowledge of the travel industry
- Excellent customer service skills.
- Excellent oral and written communication skills and attention to detail
- Demonstrate a positive “can do” attitude that leads to creative problem solving and solutions.
- Thrive in a fast-paced environment and be able to handle multiple responsibilities.
- Flexible hours between 9a-9p ET.
PAY AND BENEFITS
Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.
The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working. Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
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.
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