Job Description
JOB SUMMARY
To provide expert technical and functional support to travel agency clients utilizing Travelport GDS products and services across the Southern African region, ensuring optimal system performance, user proficiency, and customer satisfaction through responsive problem resolution and proactive guidance.
KEY RESPONSIBILITIES
Customer Support & Service Delivery
- Respond to and resolve functional support requests from travel agencies via phone, email, and ticketing system within agreed SLA timeframes
- Troubleshoot Travelport GDS application issues, including booking functionality, fare construction, ticketing, queues, and reporting tools
- Guide agencies through complex GDS transactions, workflows, and product features
- Escalate unresolved technical issues to appropriate internal teams or Travelport support channels
- Maintain accurate records of all support interactions in the CRM/ticketing system
Training & Knowledge Transfer
- Conduct remote and on-site training sessions for agency staff on Travelport GDS functionality
- Develop and maintain user guides, FAQs, and training materials specific to regional requirements
- Identify recurring support issues and create proactive educational content to reduce ticket volume
Account Management Support
- Build strong relationships with assigned agency accounts, serving as primary point of contact for functional support
- Monitor agency GDS usage patterns and identify opportunities for optimization or additional product adoption
- Collaborate with Account Managers on customer retention and satisfaction initiatives
- Participate in customer review meetings and quarterly business reviews when required
Product & Market Knowledge
- Maintain current knowledge of Travelport GDS products, updates, and new features
- Understand IATA regulations, fare rules, and ticketing procedures relevant to Southern African markets
- Stay informed about regional airline, hotel, and car rental content within the GDS
- Participate in ongoing training and certification programs provided by Travelport
Process Improvement & Reporting
- Identify and document product bugs, system issues, and enhancement requests for escalation
- Contribute to continuous improvement of support processes and knowledge base
- Provide regular reporting on support metrics, trends, and customer feedbacK
- Participate in team meetings and contribute to service quality initiatives
SKILLS & COMPETENCIES
Technical Skills
- Proficient in Travelport GDS applications and command-line functionality
- Comfortable with remote support tools and ticketing systems
- Basic understanding of APIs, system integrations, and travel technology ecosystems
- Strong MS Office skills (Excel, Word, PowerPoint)
Professional Competencies
- Customer-focused mindset with commitment to service excellence
- Ability to explain technical concepts to non-technical users
- Strong time management and ability to prioritize multiple requests
- Team player with collaborative approach to problem-solving
- Adaptable to changing technology and business requirements
- Professional telephone manner and written communication
WORKING CONDITIONS
- Standard business hours with flexibility for occasional after-hours support during critical periods
- May require occasional travel to customer sites within Southern Africa
- Hybrid/remote work arrangements may be available subject to operational requirements
- Standby on rotational basis
Availability
01 June 2026
Salary
Market Related
Required Qualifications
Qualification:
Required
- Minimum 2-3 years’ experience in GDS support, travel agency operations, or related travel technology role
- Practical working knowledge of Travelport Smartpoint, Galileo, or Worldspan systems.
- Understanding of airline ticketing, fare construction, and reservation processes
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills in English
Preferred
- Travelport certification(s) or equivalent GDS training credentials
- Experience with other GDS platforms (Amadeus and Sabre) beneficial
- IATA/UFTAA diploma or travel industry qualification
- Experience supporting B2B customers in Southern African markets
- Proficiency in additional languages spoken in Southern Africa (Afrikaans, Zulu, etc.)
Location
Gauteng
Lonehill
General Details
REMUNERATION AND PACKAGE
- Basic Salary
- Pension Fund
- Employee Wellness Benefit
- Bonus (discretionary)
- Internet Connectivity Allowance
- Standby Allowance
Application details
Human Capital
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