Technical Support Specialist - SaaS

A corporate travel consultant fulfills Travel customers travel-related requests in airline ticketing arrangements, hotel accommodations, and car rentals to result in maximized efficiency for the client. Provides exceptional customer service and support to Gemstone Travels clients through the communication of travel-related information while maintaining Company Values.

Putting Customers First

Our clients are at the heart of our business and we will meet or exceed their expectations at every opportunity

Living Above the Line

We know when to take ownership, accountability and responsibility and will do so, regardless of the outcome

Embracing Diversity

We are proud to have Gems with diverse backgrounds and will always promote inclusivity

Delivering Courageous Innovation

We will be curious and inquisitive in the pursuit of enhancing our products, services and relationships

Enabling Growth

We will help our Gems grow professionally and ensure they are happy at work by fostering a respectful, empowering and fun environment

Giving Thanks

We will live in gratitude for our opportunities and be authentic and vulnerable with our Gems and clients

Responsibilities
· Receives and prioritizes travel requests from our internal software, email and telephone calls

· Consults published and computer sources to analyze and evaluate commercial rates, lowest logical airfare, times, routings, and private fare options where applicable, including where a combination of charter & commercial flights may be the best option

· Books reservations for air travel, hotel and car rentals

· Accurately issue and exchange flight tickets

· Serves as general resource for clients, and researches problems to resolve issues

· Promotes suppliers that match the clients travel program policies and negotiated contracts. Applies discount programs appropriately

· Moves market share and promotes Gemstone Travel’s Business Travel contracts

· Remains informed of all airline rules and regulations and current affairs. Communicates information to clients accurately and appropriately

· Builds and maintains client profiles, ensuring special requests are included when applicable

· Monitors, sorts and actions GDS queues continually throughout the day to maintain quality control

· Maintains and promotes professional and courteous client relations by managing a prompt and accurate response to CIRYS requests, telephone and email communications in order to ensure customer satisfaction which meets Gemstone Logistics expectations

· Provides back-up support to co-workers and associates as assigned

· Participates in daily, weekly month-end and year-end processes where necessary

· Search for best fares and show understanding of consolidator and net fares

· Maintain accurate client accounting files and reports through TRAMS Back Office (TBO)

· Build complete accurate and detailed client files including domestic, trans-border and international itineraries

· Accurately complete changes to client bookings

· Other opportunities as they arise

Job Type: Full-time

Pay: $50,000.00-$55,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Tuition reimbursement
• Wellness program
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Holidays
• Monday to Friday

Supplemental pay types:

• Overtime pay

Experience:

• Customer service: 2 years (preferred)
• Hospitality: 1 year (preferred)
• Sabre GDS: 1 year (required)

Work Location: Remote