Do you want to work in a fast-paced and exciting environment, where no two days are the same? We're looking for a Technology Supervisor who enjoys both a buzz and a challenge?
Technology Supervisor
Full-time, based in Austin, TX
This role will be looking after our technology department and managing projects. In addition, the person responsible for shipping and equipment setup will report to you as well. You will m anage incidents, service requests and tasks coming through Onetouch or other defined means: Help on triage and assignment of incoming requests. Assess complex incident, apply solution, send feedback to Site Admins or user
If necessary, complete incident registration with all technical information to allow escalation to the respective internal or external 3. Level support, Perform Product Support tasks, Participate on the management of the virtual team Product Support Client Technology.
A snapshot of this opportunity
Conduct assessment in a logical way, understand the request/issue identify the faulty component or parameters to be changed
Consult available documentation & process description
If possible, solve incident and reply either to the Product Supports or to the user directly
Respect procedures defined within the workflow tool (OneTouch) to ensure smooth communication between support teams and consistency of the data (tickets) recorded
Respect defined Service Level Agreement
-Triage- of cases escalated by Product Support
Complete documentation of the request with all technical information necessary for further investigation
If required forward case to respective 3rd level support as applicable or register case in 3rd party trouble shooting database
Document registration in reporting tool (OneTouch) with escalation date and if available incident number
Insure follow-up (resolution, feedback, questions) of these escalated cases
Modify configuration of Online sites for OBT, Portal, TSA and TSPM, etc
when required by the user/customer / account manager (validation with original requirements)
in case of a bug or an error during implementation
Test modifications done and document results before closing or forwarding the request/incident.
Respect defined Service Level Agreement
Manage shift planning and holiday planning for the virtual team in line with the respective manager
Identify qualification needs and report it to the respective manager
Conduct regular reviews with the direct reports in line with the company policy and Sen Manager direction
Manage implementation of agreed process and functional interfaces
Support assessment of service escalations reported and align with respective Senior Manager / Manager
Help to coordinate the holiday approval and assure proper documentation in line with the local country rules
Conduct regular meeting with team and assure participation on agreed team calls
How you can set yourself apart
Professional education (Business Travel Agent)
Experience in the travel industry
Experience as a Product Support
Experience as a Site Admin
Good mode of expression in written and spoken English and 2nd or 3rd language of French, German or Spanish
Excellent knowledge in Client facing Travel Technology and solid experience in the administration of min 1 Application
Excellent knowledge in Client facing Travel Technology
Social competence & teamwork
Great empathy for customer needs and patience with unstable customers
Internal or external training on mid level management
Extensive experience in the travel industry
Experience in leadership, quality management, process management and project management
Experience in process management (design, document and implement processes)
Good Knowledge 2nd or 3rd GDS
Thorough understanding of online meeting technology
Excellent knowledge in Agent facing Travel Technology and Basic experience in the administration of min 1 Application
Excellent knowledge in Agent facing Travel Technology and International work experience
Good analytical thinking skills and Self dependent behavior
Organizational skills (planning, communication)
Demonstrated ability to lead a virtual team
What we offer you
At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.
About us
BCD Travel helps companies make the most of what they spend on travel. We give travelers innovative tools that keep them safe and productive and help them make good choices on the road. We partner with travel and procurement leaders to simplify the complexities of business travel, drive savings and satisfaction, and move whole companies toward their goals. In short, we help our clients travel smart and achieve more. We make this happen in 109 countries with a global client retention rate of 98%, the highest in the industry. For more information, visit www.bcdtravel.com. Interested?
Create your profile and upload your resume/cover letter via our website. Feel free to reach out to us with any questions via careers@bcdtravel.com. Note: send your application via the website only.
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*Note: We'll give preference to internal and/or furloughed employees.
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BCD Travel is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age and veteran status. BCD Travel complies with applicable laws in the countries in which we operate. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at careers@bcdtravel.com.
