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Travel Support Expert

Job Description

Job Description:

The main objective of the Certify Travel Support Expert is to provide a high level of service that unfailingly satisfies Certify clients’ expectations by responding, reacting and resolving their issues/concerns in a timely and efficient manner.


  • Research and resolve client submitted requests adhering to department policies, procedures, and standards.
  • Escalate client submitted requests that are categorized as high or critical, following established escalation guidelines.
  • Serve as Client advocate to ensure forward movement for client requests.
  • Prepare, facilitate and follow-up on client conference calls.
  • When required, perform Traffic Cop responsibilities, distributing and/or responding to inbound client requests.
  • As required, escalate to management critical service requests for system patch.
  • Submit complete and timely reports as required.
  • When required, work closely with Implementations, Training and Quality Assurance teams to resolve client requests.
  • Host web meetings to provide end-user training, admin training as required.
  • Perform other duties as assigned.
Skills & Requirements

Skills & Requirements:

  • Self-motivated and able to handle multiple priorities.
  • Able to respond to a rapidly changing environment.
  • Understanding of Internet environment.
  • Excellent troubleshooting and problem-solving skills.
  • Excellent customer service skills both written and verbal.
  • Basic computer competency using MS Word, MS Excel, MS PowerPoint.
  • Prior use of online booking tools a plus.
  • Strong decision-making capability.
  • Working knowledge of at least 2 GDS (Apollo, Amadeus and Sabre preferred).
  • Minimum 3-year experience at a travel agency.