At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News).Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive.We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey.THE JOB OVERVIEW Responsible for supporting product implementations, client training, and applying GDS expertise in the support of an online services platform (Atriis).The Platform includes, but is not limited to, multiple travel booking tools, fulfillment systems, an independent profile system, pnr flow management and various system travel planning features. Additional responsibilities include Internal and External Project Management, 2nd level support for Travel Leaders Corporate Ecommerce team, and custom portal configurations.This role has accountability to work closely with all ALTOUR Corporate departments, including Operations, Ecommerce, QA, Account Management and Finance. The person in this role will be able to discuss ALTOUR Technology and standard processes to ensure proper end-to-end automation.ResponsibilitiesSERVICE:Build strong relationships with clients and internal stakeholders.Maintain department communication guidelines and SLAs for projects, implementations, and account changes.Maintain a “Very Satisfied” satisfaction survey result. Support Ecommerce with product issues and escalations Troubleshoot GDS and product related issues and escalate as required.Support Sales by providing product demonstrations for internal/external clients. Train new team members to provide 1st level support for travelers on product issues/usage.Assist in the completion of Service Desk Tickets and 2nd level support and escalations.IMPLEMENTATION AND PROJECT MANAGEMENT ·Responsible for managing Central Services Special Projects from inception to completion.Professionally and consultatively drive technical conversations on Implementations with the purpose of providing education and creative recommendations to clients on all product capabilities, services, and features.Assist in the creation, configuration, and customization of online profile sites or GDS profile tools.Assist in the creation, configuration, and customization of online booking sites.Completion of test plans prior to client launch to validate proper profile and PNR creation.Track feedback and provide recommendations for improvement/modifications.Assist in training customers on product usage and navigation.Expert in current custom portal configurations.Assist in the creation and management of a new ALTOUR Corporate PortalResponsible for managing the Pre-Trip Approval process in current software.ANALYSIS ·Utilize technology tools to analyze and measure success of a project.Track and analyze benchmarks and monitor project performance.Provide feedback and suggestions for process and department improvementsQualificationsRequirementsMinimum of 5 GCSEs or equivalentAtriis configuration experience 5+ years travel operations experience Proven results and experience handling job responsibilities listed aboveHave or able to obtain required certification requirements from technology providers.Able to set goals and meet deadlinesStrong analytical & critical thinking skills Excellent writing and communication skillsStrong Organizational and People skills Excellent technical skillsStrong teamwork and interpersonal skillsStrong Project management skills, and detail orientedProficiency in Microsoft Office Suite, web conferencing tools Ability to work flexible hours.Proficiency in setting and managing internal and external customer expectations.PAY AND BENEFITSOur benefit offerings include healthcare, dental care, life insurance and employee assistance programme, staff discount schemes.This role is eligible for a discretionary 5% bonus based on the company’s financial goal achievement and individual performance.Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
