Casual Compliance Support Officer
Jhpiego
Support Jhpiego’s U.S. government compliance program through risk tracking, document control, training, and reporting. Remote position based in Baltimore, Maryland.
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Emerging Travel Group develops online booking and travel management platforms for individual travelers, travel agencies, and corporate clients. Its technology connects customers and industry partners with a broad inventory of more than 2.9 million accommodations, along with flights, transfers, and car rentals across 190 source markets. The company also helps hoteliers improve their distribution and reach new customers, combining hospitality, logistics, and eCommerce capabilities to support travel bookings and business collaboration.
Technical Support Specialist (Remote - Georgia)
Investigate hotel and room availability issues for Emerging Travel Group in a remote technical support role. Improve escalations, documentation, product processes, and AI-driven automation.
Description
- Investigate internal technical requests involving hotel and room availability while supporting strong CSAT outcomes.
- Analyze availability alerts, test hypotheses, and track recovery of availability metrics.
- Build technical and functional expertise to improve escalation quality and reduce demand on Development and QA teams.
- Help design and optimize internal processes and enhance the product.
- Join recurring meetings with the Product team.
- Manage projects, maintain documentation, create AI-powered automations, and support other process improvement work.
Requirements
- Professional experience in technical support, integrations, or IT operations.
- Self-directed approach with the ability to plan work, prioritize tasks, adapt to changing conditions, and take initiative.
- Ability to investigate technical problems independently by gathering data, testing hypotheses, finding root causes, and isolating sources of failure.
- Experience using logs, monitoring platforms, and operational metrics; Grafana experience is advantageous.
- Working knowledge of HTTP and API concepts, including status codes, requests, responses, and interpreting JSON or XML.
- Basic SQL proficiency for querying and verifying data independently.
- Ability to escalate issues effectively by recording symptoms, business impact, troubleshooting actions, and supporting evidence for Development.
- Clear communicator who can lead discussions with developers, internal users, suppliers, and stakeholders while tailoring explanations to the audience.
- Conversational English at B2 level or comparable practical proficiency for work calls and written communication.
- Ability to document solutions and support ongoing process improvement.
- Preferred background includes travel or e-commerce, external integration support, automation, or AI tools.
Benefits
- Remote working opportunity.
- Supportive, ambitious team focused on collaboration, appreciation, and shared growth.
- Internal onboarding and training programs covering soft skills and leadership development.
- Partial reimbursement for external training and conference participation.
- Corporate English school offering group and individual classes plus speaking clubs with international colleagues.
- Corporate rates for hotels and travel services.
- MyTime Day Off, providing one additional paid non-working day.
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