IC Support Specialist
RemoteUnited Kingdom or United States
Job Summary
Manage day-to-day operational requests for Travel Advisors via Salesforce, handling emergency tickets outside standard hours and coordinating complex issuances, refunds, and group bookings. Support Advisors with system navigation across Atriis, Concur, and GDS platforms (Sabre, Travelport, Amadeus), while conducting quality checks to minimize errors and escalating disputes or complaints to leadership. Deliver ad hoc training, monitor UK/USA travel inboxes, and assist with credential creation for aggregators. Handle incoming calls, review performance in monthly meetings, and identify team training needs. Full-time role with varied hours (1200–2030 weekdays, Sat/Sun 10:30–1900).
Required Qualifications
- Full Time, Fixed Friday – Tuesday schedule ( 37.5 hours ) With varied working hours 1200pm - 2030pm weekdays and Sat/Sun 10:30am -1900
- Minimum of 5 years' experience in business and/or leisure travel
- Advanced proficiency in Sabre, Galileo, and Amadeus to a training standard, with strong fares and ticketing knowledge (published / net fares / NDC)
- Strong knowledge of British and European rail systems, including Evolvi, Voyages SNCF and Trainline
- Solid understanding of group booking processes
- Experience of using Atriis and Concur
- Strong overall knowledge of travel products and services
- Ability to perform effectively in a fast-paced, high-pressure environment while meeting company SLA
- Exceptional communication & customer service skills
- Strong command of the English language, both written and verbal
- Good understanding of the leisure Tour Operator fares
- Strong team player with the ability to communicate effectively across all departments and levels
- Maintains a positive, proactive, and professional attitude
Desired Qualifications
- Familiarity with Microsoft Teams, Salesforce and Excel is desirable but not essential
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