Product Support Analyst – Remote

Embark on the next step in your career journey with Direct Travel!

Direct Travel has an immediate opening for a Support Desk Analyst to work directly with customers, third party vendors, and Direct Travel Account Management/Sales/Operations teams to demonstrate, implement and support several 3rd party Applications.

This is a fully remote position. 

Expedition Expectations

• Receive client (internal and external) inquiries via Web Portal and Phone regarding product functionality or problems.
• Research with the clients (internal and external) to fully diagnose the issue then develop creative solutions and respond within established timelines.
• Provide consultative guidance to customers (internal and external) towards the resolution to their service issue. 
• Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve. 
• Effectively manage expectations that are set with customers (internal and external).
• Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve client (internal and external) issues/questions.
• Escalate unresolved client (internal and external) issues as necessary to ensure timely resolution.
• Routinely update the client on active issues to gain additional information or to advise of status of issues.
• Interface with other Direct Travel departments as necessary to resolve customer (internal and external) issues. 
• Maintain working knowledge of all products that you support including new releases and new functionality.

Passport to Success

• Min of 1-2 years of travel industry reservation knowledge and experience 
• Proficiency of at least one GDS - Apollo, Sabre, or Amadeus. 
• Knowledge of Concur, Deem, Cytric, Certify, GetThere On-Line Booking tool experience.
• Preference given to Cytric and Amadeus applicants
• Demonstrate understanding of working principles of CRM (Customer Relationship Management).
• Able to think laterally in solving problems. 
• Able to produce coherent instructions and relative documentation.
• Comfortable presenting to/meeting with internal/external staff of all levels. 
• Sound working knowledge of MS Office Products. 

Benefits Onboard 

In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support. 

Our Brand Voyage: About Direct Travel

Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 12th on Travel Weekly’s Power List. For more information, visit www.dt.com. 

Direct Travel is an EOE/AA/Veteran/People with Disabilities employer

If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.