Note: The job is a remote job and is open to candidates in USA. Atlas Travel & Technology Group is hiring a Travel Operations & Account Solutions Specialist to resolve complex Sabre ticketing escalations, troubleshoot account-specific and technical issues, and maintain operational workflows. The role also supports Account Managers and serves as a backup for user acceptance testing during releases and system updates.

Responsibilities

• Serve as the primary escalation point for corporate travel agents encountering complex Sabre ticketing issues, exchanges, Phase IVs, refund disputes, debit memo risks, and queue drops
• Investigate and correct GDS record errors directly rather than passing tickets between departments
• Provide coaching and clarification to frontline agents when issues stem from workflow misunderstandings or policy misinterpretations
• Partner directly with Account Managers to investigate and resolve client-specific operational pain points, including travel policy engine rules, VIP traveler workflows, and custom accounting/billing remark formats
• Triage and resolve technical support tickets submitted by Account Managers diagnosing root causes
• Review recurring account issues and recommend configuration or workflow adjustments to Account Managers to prevent repeat service friction
• Troubleshoot Online Booking Tool (OBT) settings, such as Concur configuration updates, profile sync mismatches, and site rule exceptions
• Analyze broken records to determine whether an error stems from agent input, an OBT configuration flaw, or mid-office scripting logic
• Document recurring issues and create concise SOPs or job aids for agents and Account Managers
• Serve as a secondary backup for User Acceptance Testing (UAT) during peak development cycles, major Sabre updates, or tool deployments
• Execute operational test scenarios to verify that bug fixes and new features function properly in real-world agent and account workflows before release

Skills

• 3–5+ years of corporate travel industry experience in Travel Operations, Senior Travel Agent roles, or Account/Ticketing Support
• Advanced Sabre GDS proficiency with extensive hands-on experience with native Sabre commands, complex exchanges, reissues, queue management, and PNR troubleshooting
• Demonstrated familiarity with corporate travel account structures, travel policy enforcement, and client service delivery
• Familiarity with Online Booking Tools (Concur, Emburse, Cytric, Zeno configurations) and support ticket platforms (monday.com, Linear)
• Root-cause troubleshooter with a natural inclination to investigate *why* a failure happened and fix the underlying issue
• Cross-functional bridge with the ability to translate complex GDS operational mechanics into clear business context for Account Managers
• Must be proactive and innovative in research and analysis efforts
• Excellent attention to detail, accuracy, prioritization, and deadlines
• Strong verbal, written communication, interpersonal, and organizational skills
• Sabre knowledge and the ability to analyze the workflow of a Sabre record for troubleshooting purposes
• Ability to communicate in standard business English both written and spoken
• Ability to read and comprehend simple instructions, correspondence and memos
• Ability to effectively present information in one-on-one, small group situations to customers, clients and other employees of the organization
• Experience with agile development work management tools, preferably with the Atlassian tool suite (Jira and Confluence)
• Knowledge of TrustArc workflow documentation for Compliance, Data Protection, or similar

Benefits

• The work environment is a hybrid remote / office environment.

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