Travel Technology Support Analyst

Job Type:

Full time

Exempt/Non Exempt:

Hourly

Job Description:

Location Details: Remote

Position Schedule/Shift: Monday-Friday, Weekly rotating hours between

8:30am – 6:00 p.m.ET

Position Summary:

The Travel Tech Support Analyst provides day-to-day support, guidance, and training for Travel Agents on travel systems and technology tools. Serves as a key resource for troubleshooting issues, answering questions, and communicating system updates, enhancements, and resolutions. Assists with technology adoption, user access, training materials, and help desk support, while collaborating with internal teams on system testing, accounting corrections, and continuous improvements to travel technology platforms.

Key Responsibilities:

• Serves as a key liaison between travel users, technical teams, and business partners to support and improve automated travel systems.
• Provides technical and analytical guidance to project team staff to ensure innovative and effective recommendations and resolutions for problems.
• Assists with problem resolution and supports on-going utilization.
• Assists in training field travel users in the use of hardware, APOLLO applications, AXIS, Travelport Cruise software, web sites and on-line manuals.
• Conducts presentations as necessary.
• Assists in technology (application software, hardware, etc.), deployment in field and administration.
• Provides support for the installation of PC hardware and application software in field locations or administration. Assists in coordinating the development and distribution of user training materials for travel systems and applications developed in-house. Provides support at locations or via phones, as required.

Required Qualifications:

Education

• High school diploma or equivalent

Experience:

• 1-year experience in Travel industry required.
• 1-year GDS experience required, preferably Sabre.
• 1-year Salesforce experience preferred.
• 1-year experience in supporting frontline agents preferred.

Knowledge and

Skills:

• Good interpersonal skills including ability to speak to and moderate small groups.
• Good skill in using PC applications such as MS Word and Excel.
• Good organization skills.
• Good listening skills.

Preferred Qualifications

Experience:

• Previous experience working in a similar role in a Travel Department
• Previous experience working with Amadeus, Apollo and Travelport, Revelex and Service Now

Work Environment:
Works in a remote/virtual environment. May be asked to travel to ACG office location for workshops, meetings, etc.

Compensation & Benefits Overview:

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation

The Travel Technology Support Analyst will earn a competitive compensation between $21.88 and $34.04 based on experience and geography with potential for annual performance bonus.

Benefits:

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.

• 401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax.
• Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

• Paid Time Off (PTO):
  Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
• Paid Holidays:
  Paid Holidays:
  Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2…