Ticketing Agent

  • Hopper
  • Halifax, NS, Canada
  • May 17, 2019
Full time Customer Service Other Transportation

Job Description

ABOUT HOPPER

At Hopper, we’re on a mission to make booking travel faster, easier, and more transparent. We are leveraging the power that comes from combining massive amounts of data and machine learning to build the world’s fastest-growing travel app -- one that enables our customers to save money and travel more. With over $235M CAD in funding from leading investors in both Canada and the US, Hopper is primed to continue its path toward becoming the go-to way to book travel as the world continues its shift to mobile.

Recognized as the fastest-growing travel app by Forbes and one of the world’s most innovative companies by Fast Company two years in a row, Hopper has been downloaded over 35 million times and has helped travelers plan over 100 million trips and counting. The app has received high praise in the form of mobile accolades such as the Google Play Award for Standout Startup of 2016 and Apple’s App Store Best of 2015.

Take off with us!

THE ROLE

As a Ticketing Agent at Hopper, you will be the go-to person for any GDS or ticketing inquiries from our team Travel Support and Advanced Booking Agents. You will also be involved with the day-to-day air reservation ticketing operations.

If you know almost everything about standard airline policies, can speak fluent Sabre and/or Apollo remarks, aren’t scared of the words "plating" and "PNR", are a natural problem solver, and thrive on thinking creatively to help customers achieve a positive experience, you’ll be a perfect fit in this role.

IN THIS ROLE, YOU WILL:

  • Provide GDS and Ticketing support to Travel Support and Advanced Booking Agents via Slack
  • Monitor multiple queues across five different PCCs (and counting) in Sabre, Apollo and Farelogix
  • Process full and partial exchanges as well as refunds (Voluntary, Involuntary, FTC)
  • Contact users by phone and email for schedule changes
  • Reach out to airlines to obtain waiver codes for name corrections, refunds, etc
  • Occasionally help our users via phone, e-mail or live chat if the volume is high

A PERFECT CANDIDATE HAS:

  • 3+ years experience at a leisure or corporate travel agency and experience in domestic and international reservations
  • Expert Sabre or Apollo knowledge including building, pricing, ticketing and completing complex exchanges
  • Experience working with Farelogix APIs, Navitaire, auto-ticketing scripts, and custom script building an asset
  • Ability to work within a multi-source environment incorporating multi-GDS, multi-PCC, and multi-PoS
  • Major attention to detail and sound judgement to ensure every ticket is handled and actioned appropriately in an environment with competing and changing priorities
  • Exceptional communication skills, both written and verbal, in English
  • Willingness to work a demanding schedule as customer and product needs may require. Hopper is currently assisting our users from 7AM until midnight and applicants must be available to work both weekdays and weekends.

BENEFITS

  • Well-funded and proven startup with large ambitions, competitive salary and stock options.
  • Opportunity to work from home (anywhere in Canada) if not located in Montreal 
  • Dynamic and entrepreneurial team where pushing limits is everyday business.
  • 100% employer paid medical, dental, vision, disability and life insurance plans.
  • Access to a 401k (Boston) or Retirement Savings Plan (Montreal).
  • Easy commute with a paid-for public transportation or parking pass.
  • IATA Travel Agent Card for discounts in the travel industry.
  • Fully stocked kitchen with: coffee/tea, beer, bagels and snacks (both healthy and not-healthy).
  • Team lunches, off-site activities and much more!
  • In Cambridge, work in a historic factory building near Kendall Square; in Montreal, work in an artist’s loft in the Mile End.

City

Halifax, NS