Tier I Online Support Specialist, Chase Travel
Join our travel technology team to help thousands of colleagues book smoothly and confidently. Join our travel technology team to help thousands of colleagues book smoothly and confidently. Bring your problem-solving mindset to deliver fast, friendly support on industry-leading tools.
As a Tier 1 Online Support Specialist on the Chase Travel team, you provide first-line support for online booking and mobile tools, guide travelers through access and navigation, maintain profile accuracy, and partner with internal teams and suppliers to restore service quickly. You focus on clear communication, consistent documentation, and efficient triage to deliver an easy, reliable booking experience.
Job Responsibilities
- Resolve Tier 1 issues such as password resets, account access, and site navigation for online and mobile tools.
- Guide travelers through self-registration and basic profile updates, escalating beyond Tier 1 per procedures.
- Support booking portals (e.g., Concur, Deem, GetThere, Atriis, Zeno) with basic troubleshooting and documented discount updates as permitted.
- Monitor and report errors in HR feeds to tools and client portals; coordinate remediation with data owners.
- Process profile update requests and correct approved GDS profile discrepancies in alignment with standards.
- Collaborate with suppliers and internal teams to investigate issues and restore service quickly.
- Document actions, outcomes, and next steps in the ticketing system for traceability and handoffs.
- Maintain service-level expectations while managing multiple tasks and shifting priorities.
- Contribute updates to knowledge articles and follow runbooks for consistent resolutions.
- Embrace new technology and ways of working to improve efficiency and user experience.
- Communicate clearly with travelers of diverse backgrounds to deliver helpful, empathetic support.
Required Qualifications, Capabilities, and Skills
- At least 5 years of experience with Sabre GDS and understanding of the PNR life cycle.
- Experience with booking tools such as Concur, Deem, GetThere, Atriis, and Zeno.
- Customer support or service experience in a technology or travel environment.
- Proficiency with Microsoft Office, including Excel; ability to learn new systems quickly.
- Strong written and verbal communication skills with a focus on clear, inclusive language.
- Ability to prioritize and manage multiple tasks while meeting service-level targets.
Preferred Qualifications, Capabilities, and Skills
- Experience with mid-office functionality and workflow tools.
- Experience with profile management tools and correcting GDS profile discrepancies.
- Exposure to project coordination in a team setting