End User Support Specialist

End User Support Specialist, NA is responsible for providing frontline phone technical assistance to corporate clients and internal users for online booking tools, third-party tools and company-built travel technology solutions. This role involves troubleshooting system issues, assisting with user inquiries, and ensuring a seamless experience for travelers and travel managers. The ideal candidate has strong problem-solving skills, a customer-first approach, and experience in travel technology support.

Monday - Friday 10AM-7PM CT

Provide technical support and troubleshooting online booking tools, third-party tools, and proprietary travel technology tools.
• Respond to client inquiries via phone, email, or ticketing systems, ensuring timely and professional support.
• Assist Internal & External customer troubleshooting technical problems for CTM proprietary and third-party products. During a support call, email or chat, gather information to define the issue, and provide a solution.
• Current knowledge of online products and functionality.
• Stay up to date on system updates, new features, and industry best practices to provide accurate support.
• Current knowledge of CTM Platforms
• Define and document the STR (Steps to Recreate) for the reported issue, in the OBT.
• Recreate the issue in the GDS in order to identify or exclude the booking channel as the root cause.
• Prepare for customer inquiries by studying products, services and customer service processes.
• Respond to internal customer inquiries/escalations by understanding inquiry, reviewing similar inquiries and responses, gathering and researching information, assembling and forwarding information, as needed, verifying customers understanding of any information and/or resolution provided.
• Provide follow-up within the prescribed CTM Service Level Agreement.
• Keep current with the newest online tool releases, product enhancements, and current events related to the travel industry.
• Escalate complex technical issues to senior support staff or product teams as needed.
• Collaborate with internal teams, including Operations, product development, and account management, to enhance customer experience.
• Client Facing; phone calls, email, chat, etc...
• Other duties as assigned.

N/A

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• Multi-GDS knowledge Sabre preferred.
• 2+ years of travel industry experience
• Experience with Service Desk software system
• Experience on the following online booking tools (Concur Travel, GetThere, Certify and Deem).
• Experience with CTM Proprietary tools & Third-Party Travel Technology tools.
• 1+ years of experience in technical support, customer service, or product support, preferably within travel technology.
• Strong troubleshooting, communication, and customer service skills.
• Ability to handle multiple support tickets and prioritize tasks in a fast-paced environment.

• Understand consultant processes for booking travel and using technology effectively.
• Experience on the following online booking tools (Concur, GetThere, Lightning, Certify and Deem).
• Exceptional customer service skills
• Proficient using Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint).
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills
• Exceptional interpersonal skills, with experience working in a team environment and communicating with senior managers and executives.
• Candidate should be a self-starter with demonstrated strengths managing simultaneous projects.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click here to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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