Technical Support Specialist

ADTRAV Travel Management• US,

3d•$20 - $21•Remote

About The Position

ADTRAV Travel Management is seeking a Technical Support Specialist to provide technical support to internal and external customers using ADTRAV systems and travel technology platforms. The specialist serves as a primary contact for troubleshooting, issue resolution, and user support for ADTRAV proprietary applications, including RezTools, and online booking tools such as Deem, Cytric, Concur, and GetThere. The role collaborates with customers, Product Support, Development, and other internal teams to resolve technical issues and provide an excellent customer experience. The position includes phone and email support, issue triage and escalation, Jira case management, assistance with online booking tool implementations, reproducing technical issues, and documenting processes and solutions. The specialist is expected to meet performance metrics, follow company policies and workflows, maintain confidentiality, participate in professional development, and build expertise in ADTRAV's software, travel industry, and customer base. The role can be performed remotely, subject to company home-office and productivity requirements.

Requirements

High school diploma or equivalent required.
Associate’s degree in IT or a related field, or equivalent experience, required.
At least 1 year of experience providing technical support to end users via phone and email.
Strong troubleshooting and problem-solving skills.
Experience with issue tracking systems such as Jira.
Strong computer and typing skills, including quickly navigating between programs and using shortcut keys.
Demonstrated ability to learn and use technology, including using multiple applications and monitors at one time.
Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
Exceptional customer service skills and commitment to a positive customer experience.
Excellent English verbal and written communication skills, including basic business writing, grammar, and proofreading.
Strong listening and interpersonal skills, with the ability to respond professionally and empathetically to customer needs and technical issues.
Ability to explain complex technical concepts clearly to non-technical audiences.
Ability to learn ADTRAV’s business and products quickly and adapt to a dynamic development environment.
Highly organized and self-motivated, with the ability to manage multiple priorities in a fast-paced environment with minimal supervision.
Attention to detail and accuracy, including the ability to identify discrepancies and resolve issues proactively.
Strong analytical, problem-solving, and critical-thinking skills, including researching issues and recommending solutions.
Excellent time-management and organizational skills, with the ability to meet deadlines and adapt to changing priorities.
Ability to communicate ideas effectively and remain open to coaching, feedback, and direction.
Professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and business partners.
Ability to work remotely while meeting company home-office and productivity requirements.
Ability to sit and work at a computer for extended periods.
Ability to maintain confidentiality of company and client information.
Ability to work Monday through Friday within the hours of 7 a.m. to 7 p.m. Central Time, and some nights and weekends as needed.
Ability to successfully pass a credit, criminal, and/or employment reference background check.
Ability to successfully pass a government clearance process as required.

Nice To Haves

Knowledge of GDS and online booking applications.

Responsibilities

Provide phone and email technical support to internal and external customers regarding travel-related applications, resolving issues promptly.
Respond to customer inquiries and escalate issues when appropriate.
Create and manage Jira tickets for issue tracking, escalations, and requests involving other departments.
Partner with Product Support and other teams to investigate and resolve account-related issues.
Assist with implementation tasks within online booking tools.
Reproduce technical issues to identify root causes or provide detailed information to Development for further analysis and resolution.
Triage and prioritize technical issues, coordinating with appropriate teams to ensure timely resolution.
Document support processes, common issues, and resolutions, and contribute to knowledge base articles.
Manage Jira cases through resolution and provide updates to stakeholders as needed.
Meet established performance metrics and key performance indicators.
Follow ADTRAV policies, procedures, and approved workflows when assisting customers.
Provide professional, empathetic, and patient customer service to technical and non-technical users.
Communicate with customers, team members, and cross-functional departments to troubleshoot issues and resolve problems efficiently.
Participate in ongoing professional development and training.
Develop expertise in ADTRAV software, the travel industry, and the customer base.
Represent ADTRAV's values and foster positive working relationships with employees, clients, vendors, partners, and other stakeholders.
Follow company policies, procedures, and confidentiality requirements.
Perform other duties and responsibilities as assigned.