Support Specialist

Job Description

THE ROLE

The Support Specialist is primarily responsible for assisting internal and external clients with end-user requests, questions, and issue resolutions related to various products and systems provided by the Collegiate Travel Solutions' team, including the online booking tool (powered by SAP Concur Travel), the mid-office tool, third-party profile management tool(s), and the global distribution system (Sabre). The individual in this role assists with system administration, configuration, and maintenance related to the solutions and logs activity accordingly. In addition to managing documentation related to assigned tasks and projects, the Support Specialist builds reports and analyzes trends related to end user behaviors. These trends drive content for Team's training initiatives, which the Support Special assists with creating. Projects can be driven by internal/external clients, by company initiatives, or in response to industry changes (i.e., COVID).

ESSENTIAL FUNCTIONS & RESPONSIBILITIES
• Understand, leverage, and support various technology solutions (e.g., Office 365, SAP Concur Travel, Sabre, profile management tools, mid-office automation) ensuring they are being utilized most effectively
• Assess nature of product and/or service issues received via ticketing system, email, phone, and chat
• Professionally troubleshoot and respond to support inquiries from internal and external clients
• Ensure responses adhere to various service level agreements (SLAs)
• Identify and escalate situations requiring urgent attention
• Administer help desk software
• Stay current with system settings, releases, and enhancements
• Prepare activity reports and identify trends in activity
• Inform management of recurring issues and user behaviors
• Assist Managers with creating training programs for end users
• Assist Director with financial administration tasks related to product partners and billing cycles
• Assist Team with creating and complying with documentation standards and best practices
Other Duties & Responsibilities
• Troubleshoot and report possible bugs and work closely with Collegiate Travel Solutions Team to identify and test fixes
• Conduct regular audits of system configurations to ensure compliance with the clients' travel policies
• Update reference guides and training materials relative to changes initiated by system upgrades and configuration changes
• Support Collegiate Travel Solutions Team in refining methodologies, processes, standards, and best practices
• Maintain detailed log of product issues and resolutions
• Facilitate continual improvement efforts in the areas of quality and productivity
• Manage other assignments that support company objectives as assigned

Travel

Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. This position may require travel annually/semi-annually /quarterly .

T his job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Education and/or Experience, Knowledge, Skills, and Abilities:
• Bachelor's Degree required
• Minimum of 3+ years preferably in the Collegiate sports and/or travel and hospitality industry
• Experience researching, analyzing, and interpreting automated system problems required
• Must demonstrate strong customer service, communication, and interpersonal skills
• Excellent business writing skills to ensure documentation is written in a clear and concise manner
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment, including:
• Microsoft Windows
• Proficiency with Office 365 products – particularly Teams, Excel, and PowerPoint
• Online booking tools (SAP Concur Travel preferred)
• General Global Distribution System knowledge (Sabre preferred)
• Customer Relationship Management/Profile Management tools
• Reporting software
• Ability to pick up new technologies quickly
• Ability to research, make decisions independently, and present solutions
• Ability to maintain confidential information
• Strong prioritization and time management skills; ability to lead and direct multiple projects simultaneously
• Strong decision-making capability

Preferred Education and/or Experience, Knowledge, Skills, and Abilities:
• Familiarity with travel/the airline industry
• Familiarity with collegiate athletics/university terminology

CORE VALUES

As the leading experiences company in the world, we strive to be the most innovative and passionate - the best of the best. We uphold these values in our quest for excellence:
• Exceed all service expectations with our customers, our partners, and each other.
• Create value by enriching people's lives.
• Do the right thing and bring others along with us - always.
• Propel the power of diversity, in thought, team and experience.
• Partner to generate win-win solutions.
• Ignite and empower our team's entrepreneurial spirit.
• Exude respect and gratitude - treat others as you would want to be treated.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life, and disability insurance, paid time off , and 401k plan.
On Location is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.

Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.

Jobcode: Reference SBJ-r00wym-18-117-107-90-42 in your application.