Tier I Online Support Specialist, Chase Travel

Job Description

Join our travel technology team to help thousands of colleagues book smoothly and confidently. Join our travel technology team to help thousands of colleagues book smoothly and confidently. Bring your problem-solving mindset to deliver fast, friendly support on industry-leading tools.

 

As a Tier 1 Online Support Specialist on the Chase Travel team, you provide first-line support for online booking and mobile tools, guide travelers through access and navigation, maintain profile accuracy, and partner with internal teams and suppliers to restore service quickly. You focus on clear communication, consistent documentation, and efficient triage to deliver an easy, reliable booking experience.

 

Job Responsibilities

 

• Resolve Tier 1 issues such as password resets, account access, and site navigation for online and mobile tools. 
• Guide travelers through self-registration and basic profile updates, escalating beyond Tier 1 per procedures. 
• Support booking portals (e.g., Concur, Deem, GetThere, Atriis, Zeno) with basic troubleshooting and documented discount updates as permitted. 
• Monitor and report errors in HR feeds to tools and client portals; coordinate remediation with data owners. 
• Process profile update requests and correct approved GDS profile discrepancies in alignment with standards. 
• Collaborate with suppliers and internal teams to investigate issues and restore service quickly. 
• Document actions, outcomes, and next steps in the ticketing system for traceability and handoffs. 
• Maintain service-level expectations while managing multiple tasks and shifting priorities. 
• Contribute updates to knowledge articles and follow runbooks for consistent resolutions. 
• Embrace new technology and ways of working to improve efficiency and user experience. 
• Communicate clearly with travelers of diverse backgrounds to deliver helpful, empathetic support.

 

Required Qualifications, Capabilities, and Skills 

• At least 5 years of experience with Sabre GDS and understanding of the PNR life cycle.
• Experience with booking tools such as Concur, Deem, GetThere, Atriis, and Zeno. 
• Customer support or service experience in a technology or travel environment.
• Proficiency with Microsoft Office, including Excel; ability to learn new systems quickly. 
• Strong written and verbal communication skills with a focus on clear, inclusive language. 
• Ability to prioritize and manage multiple tasks while meeting service-level targets.

 

 

Preferred Qualifications, Capabilities, and Skills 

• Experience with mid-office functionality and workflow tools.
• Experience with profile management tools and correcting GDS profile discrepancies. 
• Exposure to project coordination in a team setting

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

About the Team

FROSCH is Chase's best-in-class travel business, delivering exceptional customer service, industry-leading expertise, and meaningful travel experiences to our clients. For more than 45 years, FROSCH has been a travel company of choice, building a client-centered service model and employee-focused workforce. Now, as a part of the Chase family, FROSCH is expanding its network to deliver global travel management and luxury travel planning to even more people — all in service of Chase's core mission to help customers make the most of their money.

For both our employees and businesses, we are driving success in a diverse culture with a commitment to creating an environment where everyone belongs. Positions within FROSCH provide numerous opportunities for meaningful growth in a firm dedicated to inclusivity, development, mobility, and career advancement. We are hiring best-in-class talent who are passionate, entrepreneurial, and want to work in a globally diverse organization with a strong team culture. New team members will be part of an exciting transformation as we build competitive strategies, leverage new and innovative technologies, and create industry-leading teams.