Product Support Specialist

The Online Support Advisor will support implementation and ongoing support of our customers use of an online booking tool. The ability to take the technical and make it easy to understand for our corporate clients and account managers of how to efficiently deploy and use the system. This team provides a high level of customer service to our clients and staff in our product suite of several online tools.

Monday - Friday Hours to be discussed

Assist corporate clients with 1 ^st level support questions, supporting password resets and how to find the flights, hotels, and cars the clients want to book using our preferred online booking tool.
• Prepares for customer inquiries by studying products, services, and customer service processes.
• Responds to customer inquiries by understanding inquiry, reviewing previous inquiries and responses, gathering, and researching information, assembling, and forwarding information, verifying customers understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customer service log.
• Escalation of inquiries to Online Advance Services as applicable
• Monitors inquiries and new account profiles for trends, process improvement, implement change.
• Other duties as assigned.

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• Multi-GDS knowledge (Both Sabre and Apollo) preferred.
• 2+ years of travel industry experiences
• Experience with Service Desk software system.
• Experience on the following online booking tools (Concur Travel, GetThere, Certify and Deem)

• Multi-GDS knowledge Sabre preferred.
• Experience with online booking tools required (Concur Travel, GetThere or Certify).
• 2+ years of travel industry experience
• Experience with Service Desk software system
• Experience with CTM Proprietary tools & Third-Party Travel Technology tools.
• 1+ years of experience in technical support, customer service, or product support, preferably within travel technology.
• Strong troubleshooting, communication, and customer service skills.
• Ability to handle multiple support tickets and prioritize tasks in a fast-paced environment.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click https://www.dol.gov/general/topic/discrimination to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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