World Travel, Inc. Exton, PA, United States
Oct 25, 2017Full time
Job Summary Provide courteous, timely, accurate and efficient issue resolution to internal and external customers in answering inquiries and solving problems related to online booking tools. (Concur Travel, Deem and Get There) Assist customers with online tool navigation, password resets, and building profiles. The customer support agent is able to look at online issues and diagnose the root cause. (Support agent will be required to recreate issues in the online tool and in the GDS.) The online support agent will organize her day by answering client support calls and emails. In addition, the online support agent will be assigned internal tickets through an online change control process. The employee is expected to provide follow up on all issues within 24 hours. Under direct supervision, the staff member will complete the steps outlined in the online ticket and update the ticket status. When necessary, the online member will open a vendor ticket and consistently follow up until the issue is reconciled. The employee will communicate to management escalated issues and trends. An online support agent may be asked to perform site demos or webex training. An online support member will be expected to keep current with newest online tool releases, product enhancements, and current events related to the travel industry.