Digital Services - Sr. Support Agent

Direct Travel; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Direct Travel is seeking a Digital Services/E-Commerce Account/Sr. Support Agent to provide comprehensive support for online products and assist Business Development, Account Management, and Operations to deliver efficient processes.

Responsibilities include maintaining and testing ATPI applications, creating user documentation, and training clients and colleagues. Strong GDS skills (Amadeus preferred) and 2+ years in ecommerce are required.

Qualifications

• Online Product Administration certification in one or more listed OBTs.
• Minimum 2 years in an E-Commerce role.
• Minimum 3 years Travel agency industry experience.
• GDS proficiency (Amadeus preferred).
• Strong Microsoft Office skills and documentation abilities.

Responsibilities

• Support clients and colleagues with online product questions and issues.
• Maintain, build, test, and update ATPI applications.
• Test and implement products before deployment.
• Provide training materials and sessions (onsite, webinar, or written).
• Communicate progress and deadlines across teams.
• Assist with supplier relationships for e-commerce services.
• Travel up to 10% as needed.

Skills

GDS proficiency (Amadeus)

Microsoft Office

Project management

Verbal & written communication

Detail-oriented

Self-starter

Cross-functional teamwork

Education

Online Product Administration certification (Concur, Atriis, Deem, Cytric, Kontrol, Serko)

Tools

Amadeus GDS

Office 365 / MS Office

Job description

Position Overview:

The Digital Services/E-Commerce Account/Sr. Support Agent is to offer comprehensive support and direction to both clients and colleagues with all online products offered by ATPI. To support Business Development, Account Management, and Operational Management Teams to deliver efficient and cost-effective processes and solutions.

Areas of Accountability

• Maintain, build, test, and update ATPI applications.
• Produce prompts and procedures for all tools and update all departments, ensuring documentation is updated and communicated to all departments.
• Test and implement products before deployment.
• To help resolve system queries from clients and colleagues via email.
• Ensure that incoming calls are answered promptly and professionally in line with the business customer service standards.
• Have a positive, creative, collaborative attitude and be willing to work as a team to accomplish goals.
• Support implementation manager and account manager for new clients and support existing clients.
• Maintain clear communication with the team on development progress, including outstanding items required for timely completion and deadline commitments.
• Ensure the customer receives the best tool for their requirements to achieve maximum adoptions.
• Establish key relationships with new and existing suppliers to support e-commerce services and products.
• Improve fulfilment methods to increase efficiency of the team and reduce costs in the process.
• To assist with profile maintenance, both manual updates and via an upload process when needed.
• Working GDS queues and PNR processing and troubleshooting.
• Import and testing of client preferred vendor rates.
• Provide sales, agent, or client training via onsite, webinar, or written material when needed.
• Up to 10% travel as needed
• Other duties and responsibilities may be assigned or required from time to time as the client’s needs may change

Knowledge And Skill Required

• Online Product Administration certification in 1 or more of the following OBT’s: Concur, Atriis, Deem, Cytric, Kontrol, or Serko.
• Minimum 2 years working in an E-Commerce role.
• Minimum 3 years Travel agency industry experience
• GDS system proficient (Amadeus preferred)
• Microsoft Office skills
• Strong project management, organizational, critical thinking, and time management skills
• Ability to communicate both verbally and written with diverse audiences.
• Detail-oriented; productive without compromising quality.
• Self-starter with the ability to have the freedom to make decisions, program, test results are satisfactory, and report results to team members and clients.
• Must be able to multi-task and prioritize to meet daily deadlines and capable of operating in a fast-paced dynamic environment.
• Able to work in cross-functional teams and across regional boundaries.