Position Overview
The Product Support Analyst works directly with Direct Travel Account Management
team, Operations, Third Party vendors, and clients to support, demonstrate,
implement Online Booking Tools and several 3rd party Applications.
Responsibilities
Configure and implement third-party tools offered by Direct Travel to meet
client requirements, including training clients and demonstrating new
products or functionality to ensure successful adoption.
Troubleshoot and resolve intermediate to advanced technical or
process-related issues, exercising sound professional judgment to determine
appropriate actions, engage necessary resources, and ensure timely,
high-quality resolution.
Provide consultative guidance to clients and internal teams, assessing
issues, identifying root causes, and recommending effective, customer-focused
solutions.
Serve as an escalation point for Direct Travel support teams, addressing
complex Online Booking Tool requests such as policy updates, report/extract
requests, and mass data imports requiring Level 2/3 support.
Collaborate with internal and external clients to investigate, define, and
resolve issues, developing creative solutions while meeting established
service timelines.
Manage and align customer expectations through clear communication, proactive
follow-up, and consistent delivery on commitments.
Provide routine updates to clients on active cases, gathering additional
information and keeping stakeholders informed of status changes.
Collaborate cross-functionally with Direct Travel teams to resolve client
issues efficiently and maintain strong internal partnerships.
Maintain up-to-date knowledge of supported products, including new releases,
enhancements, and functionality updates, to provide informed, accurate
support.
Support departmental and company initiatives, assisting with special projects
as requested by the Manager, Implementations & Project Management.
Monitor recurring client issues and provide insights or recommendations for
product or process improvements.
Required Qualifications
Minimum of 5 years of experience in the travel industry.
Strong knowledge of Online Booking Tool (OBT) administration: Cytric, Concur,
Deem, Certify, GetThere.
Familiarity with GDS systems: Amadeus, Sabre, and/or Apollo.
Proficient in Microsoft Office products (Word, Excel, PowerPoint).
Comfortable presenting to and collaborating with internal and external
stakeholders at all levels.
Understanding of Customer Relationship Management (CRM) principles and
workflows.
Strong analytical and problem-solving skills, with the ability to think
laterally and communicate clear, actionable instructions.
Client-focused mindset, with a commitment to building relationships and
delivering high-quality service.
Benefits Summary
In addition to Medical, Dental, and Vision benefits Direct Travel offers a Total
Rewards Package which includes Retirement Plans, Wellness, Rewards and
Recognition, Sustainability, DE&I initiatives, and Mental Health Support.
About Direct Travel
Direct Travel is one of the world’s largest travel management companies. With a
long history of proven market expertise, we blend advanced technology, superior
service, and expert insight to drive tangible value and meaningful savings
across Corporate Travel, Leisure Travel, Meetings & Events and specialty travel
businesses. Through Avenir, our intelligent travel management platform, we
reduce obstacles and give clients more direct access to content, trusted data,
intelligence and global expertise. What truly sets us apart is the human care
behind the technology, delivered by an experienced, passionate team dedicated to
anticipating needs and delivering exceptional service at every step. For more
information about Direct Travel, visit www.dt.com
Direct Travel is an equal opportunity employer
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