Job Type
Full-time
Description
Overview: The TAC Help Desk Support Specialist will be the first point of contact for travelers seeking assistance. You will support travel arrangements, emergency services, and other travel-related queries. This role requires excellent customer service skills, the ability to handle stressful situations, and a keen attention to detail. If you enjoy helping others and are passionate about travel, this is the role for you.
Requirements
Responsibilities: - Manage requirements, issue reporting, and escalation processes to ensure smooth operations and problem resolution.
- Respond to traveler inquiries via phone, email, and chat.
- Assist with booking travel arrangements, including flights, hotels, and transportation.
- Provide information on Federal travel policies, visas, and health requirements.
- Offer guidance and support for travel-related emergencies, such as medical issues, lost passports, or cancellations.
- Coordinate with local authorities, embassies, and medical facilities as needed.
- Maintain detailed records of support requests and resolutions in the ticketing system.
- Create and update documentation, including FAQs and troubleshooting guides.
- Ensure high customer satisfaction by providing timely and accurate assistance.
- Handle customer complaints and issues with empathy and professionalism.
- Offer support for Global Distribution Systems (e.g., Sabre, Worldspan) and online booking tools.
Qualifications: - Minimum of 1-2 years of experience in a customer service or travel assistance role.
- Familiarity with Federal travel booking systems and Federal travel industry standards.
- Proficiency with office software (e.g., Microsoft Office) and travel management systems.
Preferred Skills: - Strong problem-solving and decision-making skills.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Multilingual skills are a plus.
- Knowledge of CTIMS Reporting or similar systems for managing and reporting travel data.