Customer Solutions Support Specialist

BCD Midmarket Holdings

12h

About The Position

Adelman Travel Group is seeking full-time organized problem solvers with excellent customer service skills to provide support to our corporate customers regarding Company products and services. This customer-facing position will prioritize, monitor, and collaborate with various departments to timely and effectively resolve technical support issues.

Requirements

• Associate’s Degree, field of study is open, or Work equivalent
• 2 plus years work experience utilizing a travel industry native GDS (Sabre preferred) with a solid understanding of industry managed online booking tools (Concur preferred).
• 1 plus years of experience in a customer service position.
• Intermediate skill level utilizing Microsoft Excel.
• Excellent communication skills, with the ability to listen to and understand customer needs to offer the best solution.
• Strong aptitude for problem-solving in a fast-paced environment.
• Effective organizational and time management skills, with a focus on attention to detail.
• Aptitude and ability to learn and familiarize yourself with travel industry process and terminology as well as with new and ever-changing technology.
• Robust interpersonal skills with the ability to get along with a wide variety of personalities.

Nice To Haves

• Experience utilizing a customer relationship management (CRM) product is a plus.

Responsibilities

• Triage and distribute incoming technical support cases by effectively identifying the issue(s), priority levels and trends; consolidate duplicates cases and correct case information as necessary prior to distribution.
• Monitor cases for adherence to department and company service level agreements (SLAs); conduct business and technical discovery to gather missing information to resolve issues and respond to inquiries by internal and external stakeholders.
• Submit support cases and collaborate with other departments as needed to resolve client issues, track, escalate as needed, see them through to completion, then report results back to the appropriate stakeholder.
• Serve as back-up support for the online support position and assist with special projects or initiatives as requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees