Customer Support Manager

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Customer Support Manager within Trisept Solutions, one of our 14 leading brands. The Customer Support Manager Is responsible to deliver effective customer service for all internal and external customers by ensuring all Customer Support Analysts have excellent, in-depth knowledge of ALG and Trisept products and end user technologies. This includes maintaining all support processes, business needs, and system status; as well as acting as a courteous and helpful link for our customers to any and all technology questions or concerns.

A successful Customer Support Manager will:

• Ensures the best end-to-end customer experience and provides a single point-of-contact for the internal and external user escalations.
• Monitors and supports Customer Support Analysts to ensure they are fully trained and properly executing in accordance with all Trisept policies, processes and procedures.
• Develops and continuously improves customer support processes and procedures to ensure the highest levels of customer service and customer satisfaction.
• Tracks and reports on all incidents/cases/requests in the system designated to this purpose from the beginning until its resolution; engages other IT team members or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Manages escalations as needed to ensure the proper resources are applied to the issue and all internal and external communications are appropriate for maintaining clear status of the issue and the activities being performed.
• Works closely with the Infrastructure team to ensure the proper monitoring of Network Operations for Trisept Solutions and Apple Leisure Group.
• Provides Help Desk functions for Apple Leisure Group, Trisept Solutions and other internal and external customers.

A successful Customer Support Manager will have:

• Bachelor's degree in Computer Science or related field with at least 5+ years of experience working as a senior IT customer support technician or acting as a team lead or manager of customer support.
• Excellent track record of providing customer support
• Demonstrated experience with leading and/or mentoring a team of support personnel
• Strong analytical skills and problem-solving capabilities
• Experience following an escalation process
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office Products
• Ability to work effectively with a diverse population in a fast-paced environment.

About Apple Leisure Group

As North America's only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well established vacation brands
• Resort Brand Management: management of 5-star and 4-star luxury resorts through Inclusive Collection® award-winning brand portfolio
• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About TRISEPT Solutions

Trisept Solutions® is the enterprise operating platform that delivers innovative merchandising solutions for airlines, hotels and resorts, destinations, theme parks and other travel merchants. With 20 years of travel technology innovation, end-to-end traveler engagement and billions of transactions processed each year, this is the world's most sophisticated travel merchandising platform.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

ALG's Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments. At ALG, we strive for a world of understanding and care.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.