Technical support specialist

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.

ADTRAV is seeking a Technical Support Specialist to be responsible for providing technical support to both internal and external customers using ADTRAV systems and travel technology platforms. This role serves as a primary point of contact for troubleshooting, issue resolution, and user support related to ADTRAV's proprietary applications, including RezTools, as well as online booking tools such as Deem, Cytric, Concur, and GetThere. The Technical Support Specialist works closely with customers, Product Support, Development, and other internal teams to resolve technical issues, and deliver an excellent customer experience.

Essential Duties and Responsibilities include the following:

• Provide technical support via phone and email to internal and external customers regarding travel-related applications, ensuring issues are resolved in a timely manner.
• Respond promptly to customer inquiries and escalate issues when appropriate.
• Create and manage Jira tickets for issue tracking, escalation, and support requests involving other departments.
• Partner with Product Support and other teams to investigate and resolve account-related issues.
• Assist with implementation tasks within online booking tools.
• Reproduce technical issues to identify root causes or provide detailed information to Development for further analysis and resolution.
• Triage and prioritize technical issues, working with appropriate teams to ensure timely resolution.
• Document support processes, common issues, and resolutions, and contribute to the development and maintenance of knowledge base articles.
• Manage Jira cases through resolution while providing updates to stakeholders as needed.
• Meet established performance metrics and key performance indicators (KPIs).
• Adhere to ADTRAV policies, procedures, and approved workflows when assisting customers.
• Deliver exceptional customer service in every interaction, demonstrating professionalism, empathy, and patience with both technical and non-technical users.
• Communicate effectively with customers, team members, and cross-functional departments to troubleshoot issues, gather information, and resolve problems efficiently.
• Participate in ongoing professional development and training to enhance knowledge and skills.
• Become an expert in ADTRAV's software, industry and customer base.
• Represent ADTRAV by embracing company values and fostering positive working relationships with employees, clients, vendors, partners, and other stakeholders.
• Adhere to all company policies, procedures, and confidentiality requirements.
• Perform other duties and responsibilities as assigned.

Qualifications:

• High school diploma or equivalent required. Associate’s degree in IT or related field, or equivalent experience required.
• At least 1 year of experience providing technical support to end users via phone and email.
• Strong troubleshooting and problem-solving skills.
• Knowledge of GDS and online booking applications a plus.
• Experience with issue tracking systems such as Jira.
• Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
• Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
• Proficient in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Exceptional customer service skills with a commitment to providing a positive customer experience.
• Excellent English verbal and written communication skills, including basic business writing, grammar, and proofreading abilities.
• Strong listening and interpersonal skills with the ability to respond to customer needs and technical issues professionally, empathetically, and appropriately.
• Ability to communicate complex technical concepts to non-technical audiences in a clear and understandable manner.
• Ability to learn ADTRAV’s business and products quickly and adapt to a dynamic development environment.
• Highly organized, self-motivated, and capable of managing multiple priorities in a fast-paced environment with minimal supervision.
• Demonstrated attention to detail and accuracy, with the ability to identify discrepancies and resolve issues proactively.
• Strong analytical, problem-solving, and critical-thinking skills with the ability to research issues and recommend solutions.
• Excellent time management and organizational skills with the ability to meet deadlines and adapt to changing priorities.
• Ability to communicate ideas effectively while remaining open to coaching, feedback, and direction.
• Demonstrates professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and business partners.
• Ability to work remotely while meeting company home office and productivity requirements.
• Ability to sit and work at a computer for extended periods of time.
• Able to maintain confidentiality of company and client information.
• Able to work a schedule of Monday-Friday, between 7am-7pm CT. Able to work some nights and weekends as needed.
• Able to successfully pass a credit, criminal, and/or employment reference background check.
• Able to successfully pass a government clearance process as required.

The hourly rate range for this position is $20-21/hour but consideration may be given outside of this range. Pay is based on experience in a similar role. ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO.

ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.