World Travel, Inc. is looking to improve customer adoption, feature engagement, and ensure customers realize value from their product suite, while also optimizing product value and resolving issues in a timely manner.
Requirements
- Intermediate knowledge of GDS functions and reporting integrations
- Intermediate knowledge of APIs, databases, and system processes
- Basic understanding of Online Booking Tool functionality
- Basic understanding of COMPLEAT and mid office routines
- Advanced Microsoft Office Suite Skills: PowerPoint, Word, Excel
- Demonstrated ability to work with vendors and development resources to reach a common goal
- Analytical mindset that can synthesize a large amount of customer, company, and market information to advocate for project resource assignments
Responsibilities
- Define and enforce procedures for product implementations, ensuring a consultative approach that maximizes value and satisfaction
- Measure issue reports and SLAs for product specialists across World Travel’s product suite
- Analyze trends in customer feedback and issue reports to identify the most valuable enhancements or bug fixes
- Interact frequently with tier 1 support team leadership to improve escalation processes and identify areas where additional education may assist resolution at tier 1
- Act as the escalation path between tier 2 and development assistance
- Conduct root cause analysis with cross functional team members to ensure bug fixes resolve the issue’s symptoms at its source
- Communicate frequently with the technical product manager to refine requests for bug fixes and enhancements
Other
- A positive can-do attitude with a growth mindset
- Excels in a fast-past complex working environment
- Demonstrated ability to influence and implement positive organization changes
- Comfortable communicating with all levels within an organization from the c-suite to support departments
- Current World Travel, Inc. employee with 2+ years in current position or 5+ years’ experience in the travel industry
