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Travel Technical Support Specialist
at AAA Colorado
Denver, CO

Travel Technical Support Specialist
at AAA Colorado
Denver, CO

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Description

Job Description

The primary purpose of all jobs in our organization is to service our members.  This is done through direct interaction with members or by supporting employees who have direct contact with them.

JOB PURPOSE:

The Technical Support Specialist – Travel Services is responsible for providing Tier 1 and 2 Support for all AAA Travel Agents and AAA Travel Clients, for all travel-related technical issues in an effort to enhance efficiency and increase member satisfaction.  Provide assistance concerning the use of travel related software, reservation systems and AAA website booking features.  This position will also generate electronic records for all web generated travel bookings.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The specific activities Technical Support Specialist – Travel Services are responsible for, but are not limited to:

1.      Technical Support for Internal Customers (Travel Agents) and External Customers (Travel Clients)

  • Provides technical support for local and remote internal users of all travel specific systems, resolving technical problems and answering queries through a variety of channels such as telephone and email accounts. 
  • Diagnoses, identifies, analyzes and resolves problems with software and system/applications utilizing technical skills and historical records within a designated response time. 
  • Liaise with IT Help Desk at Club level, AAA National office level and Global Distribution Provider (GDS) to resolve issues.
  • Maintains and updates records in the Help Desk Support tracking system, clearly documented description and any troubleshooting performed.
  •  Alerts Travel Services Technical Manager of service disruptions, recurring problems and patterns of problems.
  • Follows all company and department documented procedures and protocols.
  • Maintains the Travel Help Desk Quick Reference Guide.

2.      Service Support to Travel Clients

  • Process airline ticket exchanges through GDS that result from both voluntary client request and schedule changes in accordance with rules of airlines and company policy.
  • Respond to incoming calls from Travel Clients who have questions about existing reservations booked through the AAA website. 
  • Maintain electronic travel files and invoice all web generated reservations booked, including air, car, hotel, travel, insurance, tours and cruises.

3.      Administration/Miscellaneous Duties

  • Support Travel Administration staff with events, shows, groups and vendor training as requested.

JOB REQUIREMENTS

  • The capabilities, behaviors, and attributes/characteristics individuals in this role must possess in order to perform the job effectively:
  • Minimum 5 years of user experience and strong understanding of Global Distribution System (GDS), Apollo or Sabre preferred
  • Minimum 2 years of experience as Travel Agent booking air, car and hotel reservations, international preferred 
  • 1-3 years of technical support experience in a call center environment, desirable
  • Ability to provide effective and professional communication, addressing moderately complex technical issues via phone, email and chat
  • Proven ability to think and troubleshoot logically and act decisively in critical situations
  • Demonstrated customer service skills.  Requires a professional and polite phone voice. 
  • Ability to maintain organized records.

PHYSICAL DEMANDS

While performing the duties of Technical Support Specialist – Travel Services, the employee is required to sit and concentrate for extended periods, use hands and fingers to type on a computer keyboard and research information on different systems. They also listen to and speak with AAA clients and team members over the phone.

For consideration for this position, please apply on our Career Page at http://www.colorado.aaa.com/about-aaa/careers

 

Company Description

About AAA Colorado:

Our mission is to create a culture that nurtures members for life by exceeding their expectations through valuable products and legendary service. We know that this is best achieved by inspiring employees to be innovative, compassionate and confident as they deliver the peace of mind that our members have come to rely upon. You not only make a difference; you ARE the difference.

Our club originated in 1922 and today serves more than 684,000 members through retail branches and fleet facilities in more than 11 locations across the state along with a centralized 24/7 call center based at our headquarters in the Denver Tech Center.

We provide roadside assistance and battery service, as well as many specialized services such as Insurance, Road-trip planning, Domestic & International Travel, Discount & Reward Programs and Auto Buying to name a few. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation.

As a AAA Colorado employee, you will receive competitive compensation; benefits to include health, dental, vision, wellness program, 401(k), on-site fitness center, and a premier-level membership.

AAA Colorado is an environment where you make valuable contributions to your workplace, the lives of our members and the community around you.

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