Product Support Analyst

Virtual or In Office

Position Overview

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

Position Type