Cruise Product Support Analyst

Travel Leaders Network (www.TravelLeaders.com), as one of the largest sellers of luxury travel, cruises and tours in the industry, is a passionate community of travel professionals focused on mutual success.  Representing approximately 5,700 travel agency locations across the United States and Canada, this Network uses the power of its parent company, Internova Travel Group, to assist millions of leisure and business travelers annually. 

Travel agent members who belong to Travel Leaders Network have access to meaningful supplier partnerships, innovative technology that integrates with industry-leading marketing, exclusive value-added programs and member support and training that only a company with their size and strength can offer.  Travel Leaders Network gives their members everything they need to grow as a Leader and inspire more people to travel better.  Click here for more information about Travel Leaders Network. 

Responsible for supporting consumer/member facing cruise products/applications from conception/analysis through post-production support. 

Product Support and Training:

• Replicate, troubleshoot, track, document, and assign severities to incoming application bugs or software failures. Coordinate with software providers for bug resolution.
• Coordinate and manage agency credentialing process across partners including testing, tracking, escalating to Revelex and, cruise line and/or agency.
• Train support for train the trainer, and power users. Assist with the development of training materials.
• Support Marketing events and material development focused on promoting cruise product offerings and benefits.
• Manage new applications and new product enhancements into software providers’ production environments.
• Manage all product shared inboxes, forwarding, replying and keeping organized.

Product Quality Assurance:

• Conduct UAT and PRD testing of new product enhancements to assure functional and accurate implementation of enhancements.
• Conduct ad hoc testing as needed to support issue analysis and operational support.
• Develop test plans. Draft user scenarios.  Draft test use cases.

Product analysis, evaluation, and positioning:

• Survey the North American (US and Canada) marketplace for travel agency cruise software tools which enable Travel Leaders goals of preferred supplier revenues and membership retention and conversion.
• Analyze member community selling and booking trends cross travel type, cross channel.
• Provide ad hoc reporting on member enrollment, booking activity, etc. as needed for TLN business units.
• Support Sales analysis from account targeting through to product positioning.

• Bachelor’s degree in Business, Marketing, Project Management, Computer Science or related field.
• Ability to draft product documentation (product comparison matrix, business requirements, functional specs, use cases, UAT scripts, training materials).
• Exposure to execution and delivery of 3^rd party vendors/software providers/consultants.
• Possess strong and creative problem solving and evaluation skills.
• Clear communication skills with the ability to articulate complex concepts and issues to non-functional and non-technical audiences.
• Ability to work across business units to gain consensus and buy in.
• Capacity to handle multiple projects and deadlines simultaneously.
• Travel industry experience with hands experience with applications (preferably shopping and booking).

PAY AND BENEFITS

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.

The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working.  Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay. 

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

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.

Perspective Employee Privacy Policy

 #MVD