Digital Services - Sr. Support Agent
Role 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.
A r eas 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
Key Skills for This Role
Full Job Posting
Virtual or In Office
Virtual
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.
A r eas 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.
Position Type
Full-time
About Direct Travel
Direct Travel is a privately held corporate travel management company serving businesses with corporate, leisure, and meetings-and-events travel services.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Direct Travel
Conseiller principal en voyages d’affaires / Corporate Sr. Travel Advisor
, CAN
Conseiller principal en voyages d’affaires / Corporate Sr. Travel Advisor
, CAN
Program Manager
, CAN
Registration Manager
Appleton, USA
Registration Manager
, USA
Program Manager
, USA
Senior Director, Strategic Sourcing
, USA
VIP Travel Advisor - Amadeus - 9 AM - 6 PM Pacific
, USA
Sr. Director, Accounting
, USA