Product Implementation Specialist – Remote, US

Flight Centre Travel Group
Virtual
Industry : Travel Agent or Tour Operator
Sector : Travel Agent (Retail/Leisure)
Function : Corporate & Group Travel, Information & Technology
Type : Full time

Job Description

Product Implementation Specialist
WhereTo (now part of Flight Centre Travel Group) is looking for a passionate, motivated and skilled Product Support Specialist to join our growing Product and Engineering teams. This is an exciting opportunity to be an integral part of the team leading the return to travel and work with some of the largest and most powerful travel programs in the world.
You will become an expert on our product and help our CSM team navigate each feature. You will also work closely with our Travel Agent, Product, and Engineering teams to ensure a seamless experience from start to finish. If you get excited about delivering memorable experiences, educating users on a new product, and delighting customers (travelers) at every turn, this is the role for you.
Responsibilities
Provide the first line of product technical support for Flight Centre agents by responding to all initial chat conversations through our ticketing system (Intercom)
Be part of our onboarding team by configuring the WhereTo product for new customers
Ensure a seamless customer experience from start to finish by working with our Customer Success team to configure our product for new customers
Work closely with Product Management to gather user feedback and to translate that feedback into product features and functionality
Identify and task issues that require involvement from higher level product support teams
Be our product expert and have the ability to answer any questions our customers throw at you with a smile
Build and maintain a strong technical understanding of our product, partners, and roadmap
 
Requirements
1-3 years client-facing, technical support experience
Experience using Intercom or other modern Help Desk systems (FrontApp, Zendesk, Service Cloud, etc)
Hands on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution
A fantastic listener with endless patience and high empathy
Experience interacting with clients with varying levels of technical savvy
Incredible organization skills and attention to detail
Impeccable verbal and written communication skills
Highly analytical & data driven thinker (using Excel)
Comfortable with ambiguity and asking questions
Willing to work specific hours to provide SLA time-based coverage to our customers (for example 8am-5pm, 9am-6pm)
 
Bonus
Travel industry experience
What Flight Centre Travel Group can offer you:
Strengths based culture
Relaxed dress attire
In-house travel planner to book discounted hotel & air
National/International Award Nights
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental after one full month of employment
401K program
Generous paid-time off policy 
Free and confidential access to our in-house financial advisor (401K, Stock Plan)
Life Insurance, Short/Long-Term Disability, Employee Assistance Program, Health Advocate and MD Live
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year

Location: Remote, US
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!


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