Technical Support Specialist

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US

2 days ago Requisition

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.

ADTRAV is seeking a Technical Support Specialist to be responsible for providing technical support to both internal and external customers using ADTRAV systems and travel technology platforms. This role serves as a primary point of contact for troubleshooting, issue resolution, and user support related to ADTRAV's proprietary applications, including Rez Tools, as well as online booking tools such as Deem, Cytric, Concur, and Get There.

The Technical Support Specialist works closely with customers, Product Support, Development, and other internal teams to resolve technical issues, and deliver an excellent customer experience.

Essential Duties and Responsibilities
include the following:

• Provide technical support via phone and email to internal and external customers regarding travel-related applications, ensuring issues are resolved in a timely manner.
• Respond promptly to customer inquiries and elevate issues when appropriate.
• Create and manage Jira tickets for issue tracking, escalation, and support 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, working with appropriate teams to ensure timely resolution.
• Document support processes, common issues, and resolutions, and contribute to the development and maintenance of knowledge base articles.
• Manage Jira cases through resolution while providing updates to stakeholders as needed.
• Meet established performance metrics and key performance indicators (KPIs).
• Adhere to ADTRAV policies, procedures, and approved workflows when assisting customers.
• Deliver exceptional customer service in every interaction, demonstrating professionalism, empathy, and patience with both technical and non-technical users.
• Communicate effectively with customers, team members, and cross-functional departments to troubleshoot issues, gather information, and resolve problems efficiently.
• Participate in ongoing professional development and training to enhance knowledge and skills.
• Become an expert in ADTRAV's software, industry and customer base.
• Represent ADTRAV by embracing company values and fostering positive working relationships with employees, clients, vendors, partners, and other stakeholders.
• Adhere to all company policies, procedures, and confidentiality requirements.
• Perform other duties and responsibilities as assigned.

Qualifications:

• High school diploma or equivalent required. Associate’s degree in IT or 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.
• Knowledge of GDS and online booking applications a plus.
• Experience with issue tracking systems such as Jira.
• Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
• Demonstrated experience learning and using technology, and ability to use multiple applications…