Product Support Analyst

Direct Travel, Inc.; United States; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Total Rewards Package

Retirement plans

Wellness program

DE&I initiatives

Mental Health Support

Job summary

Direct Travel is seeking a Product Support Analyst to work with Account Management, Operations, and clients to support, demonstrate, implement Online Booking Tools, and multiple third-party applications. You will configure and implement tools, train clients, and demonstrate new products to ensure successful adoption.

The role requires strong problem-solving, CRM understanding, and the ability to communicate with stakeholders at all levels, while maintaining up-to-date product knowledge and

Qualifications

• 5+ years of travel industry experience.
• Strong knowledge of OBT administration: Cytric, Concur, Deem, Certify, GetThere.
• Familiarity with GDS systems: Amadeus, Sabre, Apollo.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Comfortable presenting to and collaborating with internal and external stakeholders.

Responsibilities

• Configure and implement third-party tools to meet client requirements, including training clients and demonstrating new products for adoption.
• Troubleshoot and resolve intermediate to advanced technical or process issues with professional judgment.
• Provide consultative guidance to clients and internal teams, identifying root causes and recommending solutions.
• Serve as escalation point for Direct Travel support on complex OBT requests.
• Collaborate with clients to investigate, define, and resolve issues with creative solutions and timelines.
• Manage customer expectations through clear communication and proactive follow-up.

Skills

OBT administration

GDS familiarity

MS Office

Stakeholder communication

CRM knowledge

Analytical thinking

Client relationship

Tools

Cytric

Concur

Deem

Certify

GetThere

Job description

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 3 rd 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

Position Type

Full-time

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