Business Title: Client Configuration Support Specialist   

Reports To: VP Travel Technology 

Salary Classification: Exempt        

Job Summary

A Support Team Member in our Corporate Operations center. Grow and expand your travel skills, with involvement in online booking tools, travel bookings, vendor management, invoice/itinerary management, mid-office and reporting tools. 

Scope

• Internal and external support for Corporate team for online transactions 
• Extensive knowledge of online booking, PNRs and profiles

Essential Duties and Responsibilities Include

• Ability to read and interpret PNR data.
• Basic administration of Concur and Deem online booking systems, including demos, user logins and training as required
• Basic administration of Acendas Duty of Care systems, including demos, user logins and training as required
• Supports Acendas clients through responding to incoming support phone calls and emails.
• Adjusts client policies, profiles or group configurations as requested by clients.
• Work Queues and perform quality control.  
• Internal support for Corporate Travel Center front line agents and program management in troubleshooting issues to resolution. 
• Knowledge of the systems, processes and workflows that need to be followed to deliver outstanding customer service and meet SLA expectations.
• Make recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flag issues for resolution to team leader and/or manager.
• Undertake self-development and training to enhance skills to ensure achievement of both personal and business goals.
• Perform systematic and rational analysis to identify the root cause of issues, make informed judgment, anticipate and prevent recurring problems to service by understanding, anticipating, and exceeding their expectations.

Transferable Skills

• Communication - Effective oral and written skills.
• Customer Service - Responds promptly to customer needs; Meets commitments.
• Teamwork - Contributes to a positive team spirit.
• Ethics - Works with integrity and ethically.
• Judgment - Exhibits sound and accurate judgment.
• Motivation - Sets and achieves challenging goals.
• Planning/Organizing - Uses time efficiently. Able to manage multiple tasks and changing priorities.
• Quality - Demonstrates accuracy and thoroughness.
• Quantity - Meets productivity standards; strives to increase productivity.
• Safety and Security - Observes safety and security procedures.
• Dependability - Follows instructions, responds to management direction.
• Initiative - Volunteers readily; undertakes self-development activities; asks for and offers help when needed.
• Knowledge of Airline policies and procedures; travel industry knowledge.
• Knowledge of products used - Google documents/Drive, Microsoft Office, BCD’s Reporting tool, Decision Source.

Qualifications

• Minimum of 5+ years Corporate Travel industry experience required.
• Minimum of 5 years experience with Concur or Deem online booking tool.
• Basic GDS system experience is required (SABRE). Advanced knowledge of Sabre GDS formats is a plus. 
• Be highly productive in a self-directed work environment.
• Must be open to feedback and work well in a new learning environment.
• Hours 8am - 5pm CT.