Application Support Specialist (GDS Support) - Level 2

The Application Support Specialist (GDS Support) role is responsible for providing GDS Support to agents and internal departments that require assistance in resolving issues that could affect multiple points of the support structure within Agency Services and Operations.  The Specialist will be responsible for supporting these requests and ensuring that the requests are researched, tracked, escalated and resolved.  Collaboration between all departments is a must to ensure processes are working efficiently and that training needs (where applicable) are brought to the attention of appropriate departments to reduce the number of reported errors and concerns.

Processes should always be documented and implemented to reduce issues that arise from undefined practices or changes in industry standards.

Working in the Service Desk environment, requests are opened for questions and concerns from multiple departments. The requests can include, but are not limited to:

• GDS Software support
• ClientBase product Support
• Report and escalate GDS system issues to next level
• Agent GDS Questions (formats, workflow, processes)
• Agent Onboarding
• TripCase support for agents
• Assist with Agency Implementations
• Agent facing product support
• SharePoint support

Evaluate and escalate issues for training opportunities. Collaborate with training team, Operations Directors and Managers to highlight reoccurring issues, errors, and gaps in GDS skills.

Evaluate and escalate issues to other IT and Operational teams as necessary.

Continuously review and enhance communication procedures and channels to ensure proper delivery of relevant information to agents and support teams. 

• 3 -5 years’ experience on Travel GDS system: SABRE (Other GDS systems a plus)
• GDSx/Concur Compleat experience a plus
• ClientBase knowledge a plus
• Travel agent experience a plus
• Advanced knowledge of the travel industry
• Excellent customer service skills.
• Excellent oral and written communication skills and attention to detail
• Demonstrate a positive “can do” attitude that leads to creative problem solving and solutions.
• Thrive in a fast paced environment and be able to handle multiple responsibilities.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.