Job Description

The Travel Corporation is an industry leader, and career opportunities at The Travel Corporation are as diverse as the travel experiences we offer. Our teams, our family, is absolutely our greatest asset. Working with a collaborative team spirit, we are dedicated to providing exceptional service to our customers. The Travel Corporation offers employees a comprehensive benefits package; training and support to foster career development; travel opportunities; and a driven culture anchored to the principals of diversity and inclusivity.

POSITION DESCRIPTION
This position is responsible for providing Tier 2 technical support for all clients across North America, and touches on all aspects of the business. The ideal candidate is eager to learn, and at the same time share their knowledge and expertise in problem solving. An agile mindset helps you thrive in a fast-paced environment. You will respond to all electronic and voice generated requests as well as be available to handle walk-in questions with the highest level of customer care and attention to detail. Prompt escalation of service issues, founded on a collaborative team approach, is fundamental to the growth and success of the team.

KEY RESULT AREAS & ACTIVITIES PERFORMED

• Answer the phone, e-mails and other form of client communications quickly and politely. Promote professional, helpful, friendly and supportive first contact experience while being polite and helpful in all interactions with internal and external clients.
• Escalate unsolved problems within the same day of occurrence.
• Record, track, and document requests/problem solving process and actions taken.
• Configure, install and troubleshoot hardware and software systems including networked computers and connected services.
• Demonstrate dedication to meeting the expectations of internal and external customers, using the principles of the Consultative Sales Process (CSP).
• Other duties as required and assigned.

COMPETENCIES & ATTRIBUTES
TTC PILLARS = Ownership, Urgency and Excellence, required for all roles.

• Problem Resolution: You will identify, research, and resolve issues with customer satisfaction being the yardstick of success.
• Collaboration: You will partner with your manager and teammates to meet your individual goals and contribute to the overall success of the department.
• Communication: You will listen, and ask questions, seeking to build open verbal communication and mastering efficient written communication in accordance with CSP.
• Critical Thinking: You can think broadly, beyond the situation at hand; assessing issues objectively and identifying creative solutions.
• Judgement: you are able to quickly assess a situation and escalate issues appropriately.
• Adaptable: you enjoy the unexpected, and display remarkable agility

SUPERVISORY RESPONSIBILITIES

• None

EDUCATION

• College Diploma in Technology
• Certificates such as MCSE, MCP, Networking, or CCNP will be an advantage
• Excellent written and verbal communication skills and a superior command of the English language

EXPERIENCE

• 2-3 years hands-on experience in a technical support role.
• Broad knowledge of hardware and software applications is required.
• Knowledge in the following area will be consider as an advantage O365, Exchange, Active Directory, management and monitoring systems, communication protocols, itrix or other Service Based Computing systems, LAN, WAN, MPLS (advantage) Juniper, TCP/IP, DHCP, DNS, VPN, Microsoft Defender/Intune.
• Hands-on experience using CRM, AD, imaging solutions, remote tools such as BeyondTrust, and back up process best practices including offsite storage practices will be considered as an advantage.
• Strong technical working knowledge including but not limited to networking in general, desktops, laptops, and VPN.
• Strong desktop skills to include proficiency in Microsoft O365, Internet and webinar applications.

WORK ENVIRONMENT

• Hybrid
• Varying shift work, including evenings, weekends and some Public Holidays

PERKS OF WORKING WITH US!

• After your first year, you get an annual travel credit of $1250 to travel on any one of our core travel brands.
• You also get 2 weeks a year where you can work from anywhere in the world, your choice.
• To grow \xe2\x80\x93 we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3000 per year to support external learning and development courses that interest you and drive your passion.
• Giving back - we give you two paid workdays each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER\xc2\xae.

ABOUT THE TRAVEL CORPORATION
Internationally, TTC has become one of the largest, family owned and run business in the world. To learn more, please visit us at: https://ttc.com/

OUR TTC IPs (Intellectual Properties)
Incredible People \xe2\x80\x93 Our people are our strength, they are what makes us unique. It\xe2\x80\x99s the diverse voices and viewpoints that help us continually improve how we deliver world-class travel experiences for the world to enjoy.

Inherent Passion \xe2\x80\x93 Inherent Passion speaks to our core \xe2\x80\x93 our love for travel. This was the foundation that TTC is built on, and it still drives us forward today. It\xe2\x80\x99s less something we say, and more something we feel.

Impactful Purpose \xe2\x80\x93 At The Travel Corporation, we Make Travel Matter in 2 ways: through our TreadRight Foundation and How We Tread Right. For more information, please visit below:

• TreadRight Foundation: https://youtu.be/g_JYRxpTDts
• How We Tread Right: https://youtu.be/0FfJ4BT35s8

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.