Technical support advisor job description

Key Function: Administrative Support / Customer Service
Answers incoming calls, AMS cases, and emails from insurance agents; provides timely and correct product and service information Shares knowledge on underwriting practices and reinforces adherence to guidelines and/or procedures; brings about applicable resolutions to policy issues Possesses ability to build rapport, solve problems, and collaborate with others to reach resolutions Maintains knowledge of Acceptance's guidelines, billing structure, and underwriting practices Supports Underwriting team members Other duties as assigned
Desired Qualifications
Requires a high school diploma or equivalent Training experience is a plus Working knowledge of Mocha systems required.Proven success working in a fast paced, task driven work environment Experience organizing incoming workload for team, distributing work items to team members, and validating work items are completed Knowledgeable of and experience executing underwriting processes and procedures Knowledgeable of and experience researching customer billing and payment history and processing insurance applications and endorsements Ability to multitask, be adaptive to change, and remain flexible to shift between assignments Excellent communication skills to build rapport and deepen relationship with team members, customers, and agents Must be able to fluently communicate, both written and verbal in EnglishAbility to calculate figures and amounts such as discounts, proportions, and complex percentages Ability to apply concepts of basic mathematics related to forecasting Computer competence in Microsoft (Office, Excel, Word, etc.); ability to use fax machine, office copier, and computer required Strong written and verbal communication skills Commitment to Acceptance's company values Able to lift 0-10 pounds without assistance

As a Team Member at Acceptance Insurance, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.

We are looking for team members that engage - who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a “make It right” mindset, and focus their energies on solving problems. This means you'll be supported by a team with all these qualities, too. If this sounds like the kind of team you'd like to join, we want to hear from you!

Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.

As a member of our Air Travel team, you will act as the specialist for air bookings for Travel Advisor inquires and club business travel. Responsible for troubleshooting and reporting errors in the air booking system. Provides suggestions for improvement in processes. Has a thorough understanding of airline policies and procedures and implements accordingly. Provide excellent customer service utilizing the club's Five Diamond Service standard.
Responsibilities

Provides support to the Travel Advisors on air relations questions/inquires. Acts as the subject matter expert regarding airline policies. Provides support for air bookings in TST. This includes troubleshooting, reporting of air booking failures in TST (Apollo), Amadeus and/or other GDS's. Requests, quotes and manages group retail space for advisors.

Books/tickets/monitors air for advisors where there is a contract/commission agreement. Books/tickets/monitors members group air requests for advisors. Monitors all air queues for assigned locations. Monitors air variances -Budgets cost vs actual ticket.

Processes ticket reissues/exchanges, voids, and refunds for tickets issued through TST and Amadeus/other GDS's

Books/tickets/monitors members air for EV & CA tour products either on contract or published fares. Requests air group bookings for CA/EV and monitors utilization, deposit requirements and ticketing.

Researches and books all club business travel based on the club's expense and travel policy. This includesbooking/ticketing and logging all information in tracking worksheets and logging expenses into Concur. Research and books club executives and board of directors' business and personal travel.

Keeps abreast of even industry trends, market climates, and competitive activities and recommends suggestions to leverage opportunities among colleagues. Demonstrates working knowledge of business. Provides suggestions for improvement to the team's processes including procedure manual.

Other duties may be assigned.


Qualifications

Education/Licenses/ Certifications:
Travel school certification, 2 years of college

Experience:
Minimum 3 years' experience in a tour operator's air dept. or high-volume travel agency.
Excellent GDS skills Amadeus, Sabre and Apollo.
Knowledge of Softrip or other tour reservation system helpful.
Working in a fast-paced sales and/or customer service environment
Knowledge of ARC process and debit memos.
Knowledge of net fares, commission contracts, airline rules and policies.

AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We're continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It's why we've earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.


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Sacramento,California,United States

Support and Service

+ Verbal and written fluency in Spanish and English

+ Minimum 2 years professional technical troubleshooting expertise or proven technical ability

+ Experience supporting customers via phone, e-mail, chat, and/or in person

+ Passion for customer service and ownership of the customer experience including comprehensive issue resolution

+ Able to effectively tailor communication and style to differing audiences

+ Able to self manage and work independently in a fast-paced, constantly changing environment

+ Thrives on a team where expertise is shared and feedback is welcomed

+ Effective time management including ability to multi-task, organize and prioritize

+ Able to research and grasp technical information across multiple tools while talking with customers

+ iOS, Smartphone, Tablet, PC or Mac experience

+ Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

**Description**

We expect everything from an Advisor that our customers do. As an Apple Technical Support Advisor, you'll be supporting many of our popular products, from iPhones to iPads to MacBooks to desktop Macs. As our customers' first point of contact, you'll be the friendly voice of Apple, providing world-class customer service, troubleshooting, and technical support. We'll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs - and remind them that behind our great products are amazing people. Because we believe our individual backgrounds, perspectives, and passions help us create the ideas that move all of us forward. We'll train you to be the best. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.

**Education & Experience**

**Additional Requirements**

+ - Available to attend approximately 5-6 weeks of required training on a fixed schedule that may include weekends - Flexible to work between the hours of 7:00 a.m. CST and 10:30 p.m. CST including weekends and holidays, with the possibility to flex up or down hours depending upon business needs - Successful completion of a pre-employment assessment and background check - Successful completion of initial training - Able to meet minimum typing speed of 40 WPM while talking with customers

**Apple Footer**

Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple is required to comply with a COVID-19 vaccination mandate issued by the New York City Department of Health. We will verify the vaccination status of all New York City team members who are working at an Apple Store, office, or partner store in New York City. New York City Department of Health Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you're applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

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Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .