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Customer Service/Product Support Specialist - Online Travel Industry...

City: Seattle-tacoma
Date: 26 Feb 2020
Category: Technical Support

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This full-time position can primarily be performed remotely, with flexibility on establishing regular work hours within the 7-day workweek.

App in the Air is changing the way the frequent fliers interact with air travel across the globe. Your personal travel assistant tracks and organizes flights, helps you maneuver airports, and compiles your travel statistics. Whether you're checking in, boarding, taking off or landing, AitA notifies you of any flight-related changes. We are a growing company with almost 6 million users worldwide and counting. AitA was voted App of the Year by Apple in 2015 and Travel App of the Year by Samsung for 2019 as well as featured in an iPad commercial and often on display on Apple products at the Apple Store.

AitA is looking for an experienced travel professional to help support our App users with online airline and hotel booking activities.

What you will do:

• Receive and resolve customer questions and issues and track them in Freshdesk
• Work with customer request in the internal support system
• Look for customer posts and activities on the Web and Social media, work with them
• Contact with users via Phone calls (for interview or answer on the phone support calls support)
• Test new versions of the app (Android / iOS)
• Be involved on our social media (could be both answer on the user's questions and look for the interesting SMM ideas)
• Create a content for our FAQ (both text and video tutorials)
• Identify, research, and correct ticketing errors
• Help with the English spellcheck and keep our posts with the same style.
• Be involved in the management of the quarterly Meetups (Customer Events)
• Other duties as needed

Minimum Qualifications:

• Successful completion of an approved travel school or substantial experience as a travel agent
• Experience working with support systems such as Freshdesk, Zendesk
• Excellent planning and organizational skills to effectively manage timelines
• Ability to multitask and work in a fast-paced, deadline-oriented environment
• Strong interpersonal and communication skills, both internally and externally
• Detail-oriented, strong work ethic and passion for delivering excellent customer service

Preferred Qualifications:

• Working knowledge of GDS, Travelport is an advantage
• Prior experience reading, and interpreting Airline commission contracts
• Prior experience as an ARC specialist
• Knowledge of Carrier Reservation System (CRS), CRS printers, strong understanding of Airline Reporting Corporation (ARC)
• ARC processing experience
• Familiar with both iOS and Android devices
• Knowledge of SQL or BigQuery language

We are a small distributed team expanding operations in the US. This is a full-time position with full benefits, including healthcare, 21 days of PTO and paid holidays, plus the flexibility to work remotely for some shifts and come to the office as needed.

Shift hours will be Tuesday through Saturday.

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