Travel Agent/Product Support - Online Travel Industry

  • App in the Air, Inc.
  • Seattle, Washington
  • May 22, 2021
Full time Other

Job Description

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 are 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 agent to help support our App users with online airline and hotel booking activities. This full-time position can primarily be performed remotely but ideally, we would like you to be near our Seattle office, with flexibility on establishing regular work hours within the 7-day workweek.

What You Will Do

:
  • Book flight and hotel travel for users and support change requests
  • Receive and resolve customer questions and issues and track them in Zendesk (internal support system)
  • Look for customer posts and activities on the Web and Social media and respond to them
  • Contact users by phone to interview or answer support requests
  • 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 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, Amadeus is an advantage
  • Prior experience with ticketing system Farelogix
  • Experience with fraud platform Accertify
  • 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 a plus
  • Familiar with both iOS and Android devices
  • Knowledge of SQL or BigQuery language a plus
We are a small, distributed team expanding operations all over the world. This is a full-time position with full benefits, including Medical, Dental and Vision Insurance, 20 days of PTO and 9 paid holidays plus the flexibility to work remotely for some shifts and come to the office as needed. Our office is located at the WeWork in downtown Seattle. Relocation assistance and visa sponsorship are not available for this position.

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