Intranet Support Specialist – Signature Travel Network

Remote (Los Angeles, CA)
Signature Travel Network

Signature Travel Network is looking for an Intranet Support Specialist who will be responsible for assisting a variety of end-users with issues (sometimes of a technical nature) and questions relating to Signature’s intranet and the programs, applications and online tools offered by Signature Travel Network. An Intranet Support Specialist is the liaison between the end-user and the technical development team. While the role has some technical support aspects, this is not a position in Information Technology (I.T.).

As the hours for this position are Monday – Friday 8:30am – 5:00pm Pacific Time, the ideal candidate would be located in the Pacific or Mountain time zones.

Duties include, but are not limited to, responding to emails and phone calls during regular business hours, diagnose and troubleshoot reported issues, and provide immediate support.

The ideal candidate will excel at customer service, problem solving, and be able to perform comfortably in a fast-paced and constantly changing environment.

Responsibilities of the Intranet Support Specialist:

  • Provide prompt and accurate support to end-users of Signature’s programs, applications, and online tools
  • Research, diagnose, troubleshoot, and identify solutions to resolve reported issues
  • Ask end-user targeted questions to quickly understand the root of the problem
  • Refer to internal resources to provide accurate solutions
  • Take ownership of issues reported by end-user and see each through to resolution
  • Prioritize and manage simultaneous open issues
  • Work with site developers as needed to fix issues of a technical nature
  • Guide end-users through a series of actions (via email, phone or screenshare) until the specific issue has been resolved
  • Create reference materials in the form of instructional manuals / FAQs for end-users
  • Maintain a positive rapport with members
  • Work with Technical Support Team on other responsibilities such as processing applications, tracking subscriptions, data entry/analysis, new product implementation/testing, and assisting other company teams as needed.

Skills for the Intranet Support Specialist:

  • Travel industry knowledge a plus, but not required
  • Strong customer service and interpersonal skills
  • Excellent problem-solving and analytical skills
  • Strong oral and written communication skills
  • Ability to multi-task, prioritize and problem solve in a fast-paced environment
  • Ability to diagnose and troubleshoot basic technical issues having to do with the Signature Intranet and the tools, applications, and programs we offer
  • Ability to provide step-by-step instructions, both written and verbal, to educate others
  • Strong organizational skills, with the ability to manage multiple tasks with high-level attention to detail and follow-up
  • Outstanding people skills, with the utmost patience and professionalism
  • Cooperative team player with a helpful, positive attitude
  • Knowledge of Microsoft Office 365 products, Outlook, Excel
  • Some knowledge of HTML and photo-editing software a plus
  • Able to work well with little direct supervision
  • Desire to learn and grow in the travel industry

Benefits of the Intranet Support Specialist:

  • Paid Vacation, Sick Time, and Holidays
  • Medical Insurance
  • Flexible Spending Account
  • 401(k) –fully vested matching contribution up to 4% of gross pay
  • Cash Bonus Pool
  • Flexible work schedule offering a combination of working in the office and from home
  • Recognition Program: Coworker of the month/year
  • IATAN travel agent membership
  • Passport/TSA Pre-Check reimbursement
  • Travel incentive reimbursement
  • Professional development & training
  • Tuition reimbursement

About the company:

Signature Travel Network® is a member-owned travel cooperative, headquartered in El Segundo, California, with a regional office in New York, New York. The network was established in 1956, and today includes more than 290 travel agencies with over 600 retail locations in the United States, Canada, Brazil, Australia, Greece, New Zealand, Mexico, and the Caribbean. Signature members include more than 10,000 travel advisors worldwide that collectively generate more than $8 billion in annual travel sales. Signature works with the world’s leading tour and cruise companies. As an industry leader, Signature’s vision includes forging partnerships with the most respected travel companies and delivering state-of-the-art technology, marketing, and training programs to impact both Signature members and partners. In 2017, 2019, and 2022 Signature earned the distinction of being one of the “Best Places to Work” by the LA Business Journal.

Job Type: Full-time

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