Travel Support Specialist

Internova Travel Group

2d•Remote

About The Position

Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel agencies. More than 1,500 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients. The Travel Support Specialist is responsible for handling daily inquiries from advisors, providing assistance in resolving support-related queries, and offering ticketing support. This includes managing domestic and complex international air reservations to ensure seamless travel solutions.

Requirements

Proficient Sabre with 5 years of experience.
Deep knowledge of Sabre formats, air ticketing, hotel, cars, and non-arc invoicing.
Knowledge of international reservation process
Ability to handle difficult situations with little or no guidance knows when to escalate to a leader.
Good understanding of key GTC initiatives and employs good communication skills.

Nice To Haves

Experience with multiple GDS platforms, with Travelport Plus experience preferred.
Client Base knowledge a plus.

Responsibilities

Provide expert support for inquiries related to Sabre GDS navigation, Sabre formats, Sabre Profiles, CSL, Advisor Portal, and Intranet.
Deliver high-quality customer service and day-to-day operational support to Advisors and internal partners.
Research, analyze, and troubleshoot Service Desk inquiries to resolution.
Work within a Service Desk environment to action, monitor, or reassign ticketed requests as appropriate.
Handle inbound calls, emails, and remote desktop sessions, in person assistance, managing issues from initial contact through resolution.
Ensure timely responses in accordance with Service Level Agreements (SLA), including a 60-minute response standard.
Escalate complex or high-impact issues to higher-level support and collaborate with internal teams, departments, and external vendors as needed.
Facilitate and resolve rejected ARC (Airline Reporting Corporation) errors from daily queue lists, when applicable.
Guide and assist Advisors with ticketing functions, including new sales, exchanges, and GDS profile management.
Serve as backup coverage for the Advisor Support Coverage Desk, supporting Corporate and Leisure Independent Contractors during absences.
Support Paid Services on an ad hoc basis, as business needs require.
Maintain strong working relationships with Independent Contractors, Altour contacts, and GTC support teams to ensure seamless communication and service delivery.