Travel Operations & Account Solutions Specialist

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Implementations Full Time Clerical Virtual Employee, Remote, Remote, US

4 days ago Requisition

Salary Range: $27.89 To $36.06 Hourly

This position reports to:Director, Initiatives and Deployment

Overview: At Atlas Travel & Technology Group, our purpose is to Stand-Up, Stand-Out. To do something every day that makes the next day better for all. We value creativity to build new paths forward, collaborate respectfully, have the drive to get up and do it, open ourselves to grow, do what we say, love what we do, and have fun along the way.

This is who we are, our culture.

The Travel Operations & Account Solutions Specialist works within the Implementations department to serve as a centralized operational and technical problem-solver. Sitting at the intersection of Front Office Operations, Account Management, and technology, this role moves beyond ticket routing to diagnose root causes and resolve complex issues directly. Leveraging deep Sabre GDS fluency and corporate travel account acumen, the Specialist resolves high-level agent ticketing escalations, troubleshoots client-specific configurations for Account Managers, and maintains overall workflow integrity.

Additionally, this role serves as a secondary backup for User Acceptance Testing (UAT) during major releases and system updates.

• Serve as the primary escalation point for corporate travel agents encountering complex Sabre ticketing issues, exchanges, Phase IVs, refund disputes, debit memo risks, and queue drops.
• Investigate and correct GDS record errors directly rather than passing tickets between departments.
• Provide coaching and clarification to frontline agents when issues stem from workflow misunderstandings or policy misinterpretations.

• Partner directly with Account Managers to investigate and resolve client-specific operational pain points, including travel policy engine rules, VIP traveler workflows, and custom accounting/billing remark formats.
• Triage and resolve technical support tickets submitted by Account Managers diagnosing root causes.
• Review recurring account issues and recommend configuration or workflow adjustments to Account Managers to prevent repeat service friction.

• Troubleshoot Online Booking Tool (OBT) settings, such as Concur configuration updates, profile sync mismatches, and site rule exceptions.
• Analyze broken records to determine whether an error stems from agent input, an OBT configuration flaw, or mid-office scripting logic.
• Document recurring issues and create concise SOPs or job aids for agents and Account Managers.

• Serve as a secondary backup for User Acceptance Testing (UAT) during peak development cycles, major Sabre updates, or tool deployments.
• Execute operational test scenarios to verify that bug fixes and new features function properly in real-world agent and account workflows before release.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

• 3-5+ years of corporate travel industry experience in Travel Operations, Senior Travel Agent roles, or Account/Ticketing Support required
• Advanced Sabre GDS proficiency with extensive hands-on experience with…