Senior Online Support Advisor

A leading travel management company is seeking a Senior Online Support Advisor to support customers using online booking tools and travel technology solutions. This role focuses on troubleshooting online booking issues, supporting corporate travel programs, maintaining online booking platforms, and providing expert-level assistance related to travel systems and Global Distribution Systems (GDS). The position also works closely with internal teams on account setup, system testing, training, and travel technology initiatives.

Senior Online Support Advisor

A leading travel management company is seeking a Senior Online Support Advisor to support customers using online booking tools and travel technology solutions. This role focuses on troubleshooting online booking issues, supporting corporate travel programs, maintaining online booking platforms, and providing expert-level assistance related to travel systems and Global Distribution Systems (GDS). The position also works closely with internal teams on account setup, system testing, training, and travel technology initiatives.

• Configure, modify, test, and maintain online booking tools such as Deem, Concur, and Emburse
• Investigate, troubleshoot, and resolve online booking system issues and technical inquiries
• Open and manage support cases with vendors when necessary
• Provide customer support via email and phone regardless of customer location
• Support new account implementations, system testing, and technology-related projects
• Conduct online training sessions, webinars, and demonstrations in English and Japanese
• Maintain online booking systems and perform regular updates
• Provide user support and elevate issues to online booking tool and mid-office system providers when necessary
• Support corporate travel arrangements as a Travel Advisor when required
• Issue, exchange, void, refund, and invoice travel reservations associated with online booking tools
• Assist with ticketing, hotel reservations, and vendor communications
• Support team projects and mentor junior team members
• Collaborate with management on monthly training programs and operational improvements
• Monitor support emails and provide assistance to online and offline customers as needed
• Ensure compliance with company policies and procedures

• Business-level English required
• Associate degree or equivalent experience
• 4+ years of experience in the travel industry
  
  Strong knowledge of online booking tools and travel technology platforms
• Experience with Global Distribution Systems (GDS), including Apollo, Galileo, and/or Sabre
• Knowledge of ticketing, invoicing, exchanges, voids, and refunds
• Intermediate knowledge of air, hotel, and car reservations
• Strong troubleshooting and problem-solving skills with minimal supervision
• Excellent customer service and communication skills
• Ability to work effectively in a team and multicultural environment
• Proficiency with Microsoft Office and Google Workspace
• Supervisory or mentoring experience is a plus

Remote (United States) with occasional office visits as required

Full-Time, Non-Exempt

Monday-Friday, 9:00 AM-5:30 PM (Pacific Time Zone)

$50k+ (DOE)

• Medical, dental, vision, retirement benefits, paid time off, and other company-sponsored benefits

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