ALTOUR

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Online Helpdesk Agent

at ALTOUR

Posted: 6/19/2019
Job Reference #: 964
Categories: Other/General
Keywords: online

Job Description

Location:
ALTOUR - OPEN

Job Code:
964

# of Openings:
3

Objective: Provides email and/or phone help desk support for addressing questions, problems, and training of corporate and public on-line booking products.

Duties and Responsibilities:

Assists individual users in successfully booking on corporate and public on-line products.

Communicates with Managers, Supervisors, Agents, and Sales Execs, information concerning clients’ requests, needs, comments, etc. Communicates with CSD for fulfillment purposes and after hours ticketing questions and instruction.

  •  Oversees initial on-line profile set-up and implementation of booking product.
  • Provides basic training for users on product.
  • Assists individual users in successfully booking on corporate and public on-line products
  • Communicates with Managers, Supervisors, Agents, and Sales Execs, information concerning clients’ requests, needs, comments, etc.
  • Communicates with CSD for fulfillment purposes and after hours ticketing questions and instruction
  • Addresses questions concerning product, walks through booking process, if needed.
  • Researches online and CRS processes to identify, resolve or escalate bugs.
  • Reviews pnr’s coming through on-line booking product, coordinates automated quality control.
  • Sets up pnr’s for fulfillment.
  • Audits a percentage of pnr’s to compare pricing to web fares.
  • May make full service reservations for clients, if booking product is down.
  • Monitors queues for fulfillment.
  • Works with and communicates to Managers, Supervisors, and agents, if necessary, when their clients are seeking help.

Skills Required:

  •  Working knowledge of on-line booking products – Concur Travel Administration a plus

  • Thorough knowledge of travel industry and multiple CRS – Sabre and/or Worldspan a plus

  •  Strong interpersonal/communication/customer service skills

  • Ability to solve problems
  • Multi-task oriented

  • Regular and dependable attendance and punctuality is required.

Physical Requirements:

  • Occasional travel is required.

  • Sedentary work. Exerting up to 10 pounds of force occasionally and/ or negligible amount of force frequently or constantly to lift, carry, push or otherwise move objects. Sedentary work involves sitting most of the time.

  • Job requires employee to sit for extended periods of time without being able to leave the work area.

  • Repetitive motion, substantial movements (motions) of the wrists, hands, and/ or fingers.

  • Typing or otherwise working primarily with fingers.

  • Must be able to comprehend instructions, interpret documents, and apply abstract principles to a wide range of complex tasks.

  • Ability to understand the meanings of words and effectively respond, analyze information and write reports, and comprehend complex issues and communicate effectively to diverse groups.

  • Job requires employee to preform basic arithmetic accurately and compute rates and percentages.

  • Must be able to communicate effectively and professionally (verbally and in writing) as appropriate for the needs of the audience.

ALTOUR is an Equal Opportunity Employer