[Hiring] Support Services Specialist - Travel @Internova Travel Group

Role Description

The Support Services Specialist serves as a frontline resource providing high‑quality support to TLN owners, advisors, and internal partners across North America. This role operates in a fast‑paced, high‑volume environment and is responsible for resolving inquiries efficiently, documenting issues and solutions, and ensuring a consistently professional customer experience. The Specialist acts as a key liaison between advisors and internal TLN teams, contributing to problem resolution, process improvement, and knowledge sharing across the organization.

• Provide phone, email and chat case support in a high-volume, fast-paced call center environment
• Deliver professional, friendly service to internal teams and external members
• Accurately document issues, resolutions, and knowledge articles in internal systems
• Utilize Salesforce and Microsoft Office, email, and internal support tools with advanced proficiency
• Communicate clearly and effectively in writing and verbally; maintain 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

Qualifications

• 3+ years experience in the travel industry, preferably with travel advisor or worked with travel advisors background
• Detail-oriented while coordinating and managing multiple tasks simultaneously
• Familiarity working with US and Canada industry suppliers
• Must have strong analytic skills, problem solving and decision making skills
• Works well under pressure, ability to set priorities, solve problems and strong customer service skills
• Maintain superior use of all Microsoft Office Products and ability to learn new technologies
• Must be a self-starter and highly motivated
• Ability to work in a team environment professionally
• ClientBase, VacationCRM or Travel CRM’s experience a plus
• Salesforce experience a plus
• Minimal travel (5%). Participation is optional.

Benefits

• Choice of two medical plans and two dental plans
• Vision insurance
• Flexible spending accounts (FSAs)
• Company-paid life insurance and AD&D
• Optional additional life insurance and AD&D
• Disability insurance
• Paid parental leave
• Paid time off
• 401k Plan with company match
• Discounted employee travel options
• Access to LinkedIn Learning webinars and courses
• Discounted pet insurance and auto, home, & renters insurance