Digital Services - Sr. Support Agent

About the role

The Digital Services/E-Commerce Account/Senior Support Agent provides comprehensive support and guidance to clients and colleagues on all online products offered by ATPI, supporting Business Development, Account Management, and Operational Management teams to deliver efficient and cost-effective processes and solutions.

Responsibilities

• Maintain, build, test, and update ATPI applications.
• Produce prompts and procedures for all tools and update all departments, ensuring documentation is current and communicated.
• Test and implement products before deployment.
• Resolve system queries from clients and colleagues via email.
• Answer incoming calls promptly and professionally in line with business customer service standards.
• Support implementation and account managers for new and existing clients.
• Maintain clear communication on development progress, outstanding items, and deadline commitments.
• Ensure customers receive the best tool for their requirements to maximize adoption.
• Establish key relationships with new and existing suppliers to support e-commerce services and products.
• Improve fulfillment methods to increase team efficiency and reduce costs.
• Assist with profile maintenance, including manual updates and upload processes.
• Work GDS queues and process and troubleshoot PNRs.
• Import and test client-preferred vendor rates.
• Provide sales, agent, or client training via onsite, webinar, or written materials as needed.
• Travel up to 10% as needed.
• Perform other duties as assigned or required based on changing client needs.

Knowledge and Skills Required

• Online Product Administration certification in one or more of the following OBTs: Concur, Atriis, Deem, Cytric, Kontrol, or Serko.
• Minimum 2 years working in an E-Commerce role.
• Minimum 3 years travel agency industry experience.
• GDS system proficiency (Amadeus preferred).
• Microsoft Office skills.
• Strong project management, organizational, critical thinking, and time management skills.
• Ability to communicate verbally and in writing with diverse audiences.
• Detail-oriented with a focus on quality.
• Self-starter able to make decisions, test results, and report outcomes to team members and clients.
• Ability to multi-task, prioritize, and meet daily deadlines in a fast-paced environment.
• Capable of working in cross-functional teams and across regional boundaries.