The opportunity to be part of one of the largest and most prestigious network of Travel Agencies in North America, with a stable position and possibilities of development and training inside the organization.
The pinSIGHT Support Specialist will act as the escalation point from business unit customer service teams for any issues related to pinSIGHT. This person will have the ability to quickly assess an escalated issue and resolve quickly and effectively on behalf of the pinSIGHT user. This person will also be responsible for owning and managing the process of setting up users and configuring profiles for pinSIGHT users when necessary. The pinSIGHT Support Specialist is accountable for the inquiry, process flow, facilitation of resolution, consultation, and final communication to all parties involved. This position will also work with external vendors who manage and maintain pinSIGHT and manage the process of opening and monitoring tickets that have been escalated and opened with the respective vendors.
RESPONSIBILITIES:
The pinSIGHT Support Specialist will facilitate, compile, and oversee resolution to the below tasks. The support items include the resolution of any issues whether product related or set-up related for either pinSIGHT product. The role will also assist in tracking of issues and monitoring trends to identify future enhancement of pinSIGHT.
•pinSIGHT Transaction Support
-Facilitate and troubleshoot any request regarding pinSIGHT transactions
-Facilitate escalations to appropriate stakeholders or vendor contacts
-Communicate performance concerns/outages
•Customer Satisfaction
-Answer client inquires in a timely manner
Initial triage of issue – asking appropriate questions to assess needs and provide resolution
Provide direct follow up to customer as required
•Communication
-Creates internal and external documentation as required
-Identifies and requests clarification related to internal and external communication as needed
Leadership Abilities:
Has strong understanding of own skill set and development opportunities
Analytic thinker with the ability to quickly assess information and make decisions on how to proceed with projects, when to escalate issues, and what additional resources may be required.
-Identify root cause of issues
-Offer consultation and insight based on information available
-Gathers and shares best practices across the client base and team
Self-starter, takes ownership for own work, operates with a sense of urgency, employing effective time management to deliver within deadlines.
-Comes prepared to meetings and participates appropriately
-Good understanding of the organizational road map
-Good understanding of key departmental contacts
-Ability to offer consultation to both internal and external customers on a variety of support items and change management concerns
Demonstrates exceptional team work and ability to partner with all departments.
-Proactively offers support when ability matches need
Demonstrates strong decision making skills
-May seek minimal guidance, but generally has solution at hand
-Thinks creatively to find best/appropriate solution to difficult problems
-Able to support others in decision making
-Knows when to escalate to a leader
Demonstrates sound conflict resolution skills
REQUIREMENTS:
•3+ years’ experience in an operational and/or support related position within the travel industry
•Strong understanding of Hotel Reservations processing via GDSs.
•3+ years’ customer service experience
-Goes above and beyond, and is consistently proactive
-Current or past customer facing experience
-Handles escalated customer service issues with little direction or additional guidance
•Excellent written and verbal skills
-Ability to present material to groups of various sizes
•Strong attention to detail
