Travel Technology Support Specialist (Permanent), Randburg

Travel Technology Support Specialist (Permanent) Gauteng - Lonehill - Other Pub: 07 May 2026 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

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 Market Related

Required Qualifications 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

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