Travel Support Specialist – SNAP Booking Tool

About the role

The Travel Support Specialist for SNAP provides frontline assistance to travel advisors, TLN owners and internal partners across North America. You will handle inquiries via phone, email and chat, ensuring a professional and consistent customer experience while supporting the SNAP booking tool.

Key responsibilities

• Provide high‑volume phone, email and chat support in a fast‑paced call‑center environment.
• Deliver friendly, professional service to internal teams and external members.
• Accurately document issues, resolutions and knowledge articles in internal systems.
• Utilize Salesforce, Microsoft Office, email and internal support tools with advanced proficiency.
• Communicate clearly in writing and verbally, maintaining thorough documentation.
• Plan, prioritize and multitask effectively while adapting to changing demands.
• Assist with training and knowledge transfer in one‑on‑one and group settings.
• Analyze issues, evaluate options and develop actionable solutions.
• Exercise sound judgment and timely decision‑making when resolving problems.
• Collaborate cross‑functionally to research, resolve and communicate reported issues.

Required profile

• 5+ years of experience in the travel industry, preferably working with travel advisors.
• Detail‑oriented with the ability to coordinate and manage multiple tasks simultaneously.
• Familiarity with U.S. and Canadian industry suppliers.
• Strong analytical, problem‑solving and decision‑making skills.
• Ability to work well under pressure, set priorities and deliver excellent customer service.
• Superior proficiency with all Microsoft Office products and a quick learner of new technologies.
• Self‑starter, highly motivated and able to work independently.
• Limited travel required.

Required skills

• Salesforce
• Microsoft Office (Word, Excel, PowerPoint)