Product Support Specialist

Product Support Specialist

ID

2025-1520

Category

Technology

Position Type

Full Time

Remote

Yes

Summary of Position

The Product Support Specialist, NA is responsible for providing frontline technical assistance to corporate clients and internal users for online booking tools, third-party tools and company-built travel technology solutions. This role involves troubleshooting system issues, assisting with user inquiries, and ensuring a seamless experience for travelers and travel managers. The ideal candidate has strong problem-solving skills, a customer-first approach, and experience in travel technology support.

Schedule / Shift

10am-7pm CT

Responsibilities and Duties

Provide technical support and troubleshooting online booking tools, third-party tools and proprietary travel technology tools.

• Respond to client inquiries via phone, email, or ticketing systems, ensuring timely and professional support.
• Diagnose and resolve booking errors, system access issues, and API integration challenges.
• Escalate complex technical issues to senior support staff or product teams as needed.
• Assist users with configuration, and best practices for travel booking management tools.
• Document resolutions, common issues, and solutions in the knowledge base to improve future support efficiency.
• Collaborate with internal teams, including Operations, product development, and account management, to enhance customer experience.
• Stay up to date on system updates, new features, and industry best practices to provide accurate support.
• Other duties as assigned.

Required of all CTM Positions

Education and Experience

Knowledge, Skills, and Abilities

EEO Statement

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.hr@travelctm.com We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click https : / / www.dol.gov / general / topic / discrimination to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

#LI-MD1

Pay Range

USD $50,000.00 - USD $56,000.00 / Yr.