Product Support Specialist

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. 

Job Summary:

This position will be looked upon as the subject matter expert for Travel Leaders Network Products and Services,
which includes a preferred TLN CRM, Agent Profiler, Websites, and hosted email. Having an overall understanding
of how the technology/marketing products and services all work together is vital when supporting our customers. This
will include but not limited to consulting and training for our internal and external customers.
Manage day to day operations of the Travel Leaders CRM and doing “sales calls” gaining additional agencies to move
and or/expand the user base. As the subject matter expert, this person will be responsible for database set up on what
TLN needs from each agency along with product support.
Implementing and increasing usage of all our products and services is important and this is done by maintaining
service standards through customer service while onboarding and offboarding our Travel Leaders Network agencies.
Continuously looking for new, more effective ways to service our customers. Having an understanding of how all the
TLN marketing/technology programs work is vital and will require cross training which will include the CRM, Websites,
Agent Profiler but is not limited to.

Essential Duties and Responsibilities:

Administrations of Sites
• Assist with all agency onboarding and offboarding tied to our products and services.
• Assist with internal employee’s onboarding and offboarding’s
• Administrator for the travelleaders.com and cruiseholidays.com hosted email program.
• Work with internal departments to identify, document, track what is needed from each agency when it comes
to marketing and supplier relations.
• Administration of technology programs to ensure timely management of technology programs for agencies.
• Liaison between Travel Leaders Group resources and business units to report and resolve issues for products.
• Identify critical "bugs" to the systems and work with IT staff to bring resolution in a timely fashion.
• Identify and recommend synergies between Travel Leaders Group technology initiatives.
o Perform end user testing for all technology programs to ensure product releases are error-free.
o Customer Relationship Manager (CRM) knowledge Salesforce.
o GDS knowledge
o Training experience
o Proficient in Microsoft Excel

Communications
• Document business requirements to assist TLN and outside development firms to meet business needs.
• Support agency questions via phone and email
• Creating communications updating agencies on program changes/enhancements.

1. Change Management…Be an advocate for positive change and improvement within the organization by
identifying and communicating the compelling need for change / improvement.

2. Business Communication…Use results-oriented writing techniques and strategies for correspondence (e.g.
memos, letters, reports, proposals, etc.) with correct grammar and punctuation.

3. Time Management…Skilled in focusing on desired results, determining what is important and urgent, clarifying
next steps, and delegating effectively to meet deadlines and achieve results.

4. Decision-making…Improve the speed and direction of decisions by clarifying and setting goals, sharing
perspectives on reality, identifying options and creating consensus on a way forward (action steps).

5. Project Management…Use tools and processes to identify project goals, set and manage schedules, anticipate
and identify issues, remove obstacles, delineate responsibility, track task completion and communicate project
process.

Position-specific Skills & Requirements

• Minimum of B.A. degree or equivalent
• Minimum 5 years’ experience in SalesForce. A plus
• Experience or knowledge of a Travel Agency GDS and Back office
• Experience in the travel and/or hospitality industry a plus
• Experience working with IT professionals
• Experience with Microsoft Office Products

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.

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