Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance through phone and email to both internal and external clients utilizing travel-related applications.

• Address customer inquiries swiftly and escalate issues when necessary.

• Generate and oversee Jira tickets for tracking issues, escalation, and support requests.

• Collaborate with Product Support and other departments to investigate and resolve account-related problems.

• Support implementation tasks within online booking tools.

• Replicate technical issues to determine root causes or to provide information to Development.

• Assess and prioritize technical issues to ensure timely resolution.

• Document support procedures, frequent issues, and their resolutions.

• Contribute to the creation of knowledge base articles.

• Manage Jira cases until resolution and update stakeholders accordingly.

• Achieve performance metrics and KPIs.

• Adhere to ADTRAV’s policies, procedures, and established workflows.

• Provide outstanding customer service to both technical and non-technical users.

• Engage with customers, team members, and cross-functional departments to troubleshoot and resolve issues.

• Participate in ongoing professional development and training opportunities.

• Become proficient in ADTRAV software, the industry landscape, and the customer base.

• Cultivate positive working relationships with employees, clients, vendors, partners, and stakeholders.

• Execute additional assigned tasks as required.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• An Associate’s degree in IT or a related field, or equivalent experience, is required.

• A minimum of 1 year of experience in providing technical support to end users via phone and email.

• Strong diagnostic and problem-solving abilities.

• Familiarity with GDS and online booking applications is advantageous.

• Experience with issue tracking systems like Jira is preferred.

• Proficient computer and typing skills, including the ability to navigate swiftly between programs and utilize shortcut keys.

• Experience in learning and using technology and multiple applications while managing several monitors simultaneously.

• Proficient in Microsoft Office Suite, which includes Outlook, Word, Excel, and Teams.

• Exceptional customer service abilities.

• Excellent verbal and written communication skills in English, including business writing, grammar, and proofreading.

• Strong listening and interpersonal skills.

• Capability to convey complex technical concepts to non-technical audiences.

• Quick adaptability to learn ADTRAV’s business and products in a dynamic development environment.

• Highly organized, self-driven, and capable of managing multiple priorities with minimal oversight.

• Attention to detail and precision.

• Strong analytical, problem-solving, and critical thinking skills.

• Excellent time management and organizational capabilities.

• Ability to effectively communicate ideas while remaining receptive to coaching, feedback, and direction.

• Demonstrates professionalism, collaboration, and a positive attitude.

• Capability to work remotely while fulfilling company home office and productivity standards.

• Ability to sit and work at a computer for prolonged periods.

• Commitment to maintaining confidentiality of company and client information.

• Availability to work Monday-Friday between 7 am-7 pm CT, including occasional nights and weekends as required.

• Successful completion of credit, criminal, and/or employment reference background checks.

• Successful completion of any required government clearance processes.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Flexible Spending Accounts.

• 401(k) plan.

• Paid Time Off (PTO).

• Remote work while meeting company home office and productivity requirements.

• Continuous professional development and training opportunities.