This position is open to remote work in the following approved states: WI, AL, AZ, FL, GA, ID, IL, IN, KS, LA, MI, MN, MO, MT, NE, NC, ND, OR, PA, TN, TX, VA, WV

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Dollars to help you explore the world, remote work, a full benefit package including medical, dental, vision, disability, company sponsored life insurance, tuition reimbursement, 401k contributions, end of year perks, and a fully engaged leadership team dedicated to treating associates like part of the family!

It is a priority that our associates demonstrate competence and character that inspires trust by integrating our core values into every action and decision. Our core values state: together we are stronger, demonstrating genuine care and concern to do what is right when no one is looking, with a focus on being curious, creative, and driven and having a work hard, play hard mentality.

A day in the life of an Support Supervisor - Travel Technology may include:

• Providing leadership to the Online Technology Support Specialists on the Online Technology Team, including, but not limited to:
  • Daily supervision of associates, ensuring established guidelines and procedures are followed.
  • Monitoring and aiding development of new and existing associates to support retention and growth.
  • Maintaining a high level of availability and responsiveness to team needs.
  • Providing consistent communication with team to prioritize issues/requests and monitor progress.
  • Providing ongoing honest feedback both positive and improvement related.
  • Monitoring to ensure support calls, accomplishments, daily tasks, and project tasks are documented for continuous improvement purposes.
  • Promoting positive team reinforcement/reward & recognition.
  • Ensuring consistent application of Fox World Travel practices and programs.
  • Providing expert level customer support for escalated requests.
• Setting a positive example for the Online Technology Team by modeling expected behaviors and actions.
• Providing high-level support to both internal and external customers for Fox World Travel online booking solutions and related tools.
• Following up on NPS surveys to ensure a high level of customer satisfaction.
• Maintaining a list of ongoing issues with Fox World Travel online booking tools and related systems and tracking ongoing support requests and challenges.
• Conducting research and facilitating problem resolution for service issues across Fox World Travel online booking tools and related systems.
• Documenting standard operating procedures for all support tasks and customer facing technologies.
• Training both internal and external customers on the use of Fox World Travel online booking tools and related systems.
• Meeting and striving to exceed quality and productivity goals.
• Developing and maintaining knowledge of technology products and application, along with travel vendor practices, programs, and operations.
• Maintaining confidentiality of Fox World Travel business practices and client information.
• Striving for continual improvement through training and constructive feedback.
• Demonstrating ability to relate to internal and external clients, as well as vendors at various levels within their organizations using diplomacy and tact.
• Demonstrating ability to work under pressure and effectively multi-task while maintaining professional rapport with clients.
• Updating knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.
• Maintaining a favorable and collaborative working relationship with co-workers in all departments to foster an environment of trust and mutual respect. Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

You’ll love this job if you have:

• Personal effectiveness/ credibility.
• Customer focus and are service oriented.
• Communication proficiency, verbal and written, with appropriate use of grammar.
• Information gathering and monitoring skills.
• Problem analysis and problem-solving skills.
• High adaptability, with excellent change management and coaching skills.
• Sound judgement and decision-making ability.
• Attention to detail and accuracy.
• Flexibility with the ability to work efficiently and effectively with frequent interruptions.

This opportunity might be for you if you have:

• At least 1-2 years of travel industry experience (preferred).
• Demonstrated leadership experience within a team environment; preference given to technology-based leadership roles.
• Experience with online booking tools; Concur and Deem preferred.
• Organizational skills and ability to track multiple tasks and projects simultaneously.
• Basic understanding of GDS; Apollo or Galileo (preferred).
• Knowledge of security requirements.
• At least 1-2 years of experience providing 2nd level or higher customer support.
• Practical experience in process development or program support (preferred).
• Strong knowledge and demonstrated proficiency of all Microsoft Office applications.
• Ability to work effectively in a team environment.
• Ability to work flexible hours/shifts as determined by business need.
• Ability to communicate with confidence and create a credible impression, relating to internal/external clients and vendors at various levels using diplomacy and tact,
• Effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly.
• Self-motivation with demonstrated initiative and a strong commitment to personal goals, objectives, and work ethic.

Occasional business travel, overnight stay may be required – up to 10%.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.

While performing the duties and responsibilities of this position, the associate is regularly required to stand, walk, sit, climb, reach above shoulders, and move from place to place. The incumbent is frequently required to talk and listen and use hands to finger manipulate or handle. Specific vision requirements for this position include close vision and the ability to adjust focus.

The incumbent may occasionally be required to lift up to 50 pounds

Incumbent must be able to travel by airplane, rail, boat and/or car at any given time as required by the position. Ability to drive to client and company locations.

Work Environment

The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For On-site and Hybrid Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. The incumbent works in an office environment where the noise level is low to moderate. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, a keyboard, photocopiers, and filing cabinets.

For Work-At-Home Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, and a keyboard.

If you share in our passion for teamwork, our vision to have culture, engagement, and innovation at the heart of all our initiatives, we want you to come soar with Fox World Travel! If you fit the description AND meet the qualifications, please don’t hesitate to apply online at www.foxworldtravel.com/careers.

Work hard, play hard and travel often with the Fox World Travel Team today!

If hired for this position, you would be an employee of Fox World Travel, therefore, no fees would be associated with your training or employment. Also, Fox World Travel does not charge any fees as part of the application process.

Fox World Travel is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all associates to work.

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