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Job Type: Full Time
Location: Hybrid/Remote
Reporting to: Helpdesk Team Lead
Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.
From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!
The Role
As a Help Desk Coordinator, you will serve as the primary contact for Goway staff experiencing issues with the Reservation System. Your role involves assessing reported cases, gathering information from the case owners, troubleshooting problems, and either providing solutions or escalating issues as necessary. You should possess strong problem-solving abilities, deliver exceptional customer service, and handle interactions with clients who may be under stress. This position offers the opportunity to collaborate with various teams at Goway, including Product Managers, Reservations Managers, Accounts, Web, and Air, to ensure optimal resolutions for staff.
Key Responsibilities
• Manage and address all Salesforce Cases related to your role.
• Take ownership of Cases from agents, diagnosing issues and offering solutions or escalating when needed.
• Identify loading errors reported via Cases and escalate them to the appropriate Product Team Lead or Product Manager.
• Provide detailed information, including screenshots and explanations, to the Team Lead for reporting newly identified bugs.
• Conduct troubleshooting for system and technical issues.
• Collaborate with the Team Lead/Senior Toronto Associate on critical issues.
• Utilize various communication methods, including phone and video conferencing, in English for effective collaboration.
Required Skills And Qualifications
• Exceptional verbal and written communication skills in English (reading, interpreting, writing, speaking).
• Strong organizational and problem-solving skills.
• Analytical mindset with the ability to follow established processes and procedures.
• Detail-oriented with a capacity for sustained concentration.
• Previous experience in the Tourism or Travel Industry is preferred.
• Familiarity with Salesforce or other ticketing system.
• Familiarity with the iVector system or other automated reservation systems used in travel agencies is a plus.
• Ability to recognize when to escalate issues beyond your expertise.
• Strong investigative skills for addressing database and contract issues in electronic formats.
• Proficiency in Microsoft Suite and other computer applications.
• Flexible, with the ability to multitask effectively.
• Ability to meet deadlines and work collaboratively in a team environment.
• Strong interpersonal skills and a cooperative team player.
• Excellent math skills.
• Experience in interpreting and loading contracts into a database is advantageous.
The Goway Advantage
We’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we don’t just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.
We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide RRSP employer matching and ongoing training to help you stay ahead in the industry. Our comprehensive health benefits package ensures you’re well-supported, and we offer opportunities for discounted worldwide travel.
You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.
How To Apply
If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. All candidates will be afforded equal opportunity through the recruiting process. Please be advised only those candidates selected for interviews will be contacted. Let’s grow together. Click Apply Now today!
Please note: Goway Travel will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender, and report it to Goway.
