Product Support Analyst

Direct Travel; United States; On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Total Rewards Package

Job summary

Direct Travel is seeking a Product Support Analyst to work with account management, operations, and vendors to support, demonstrate, and implement Online Booking Tools and related applications.

The role involves configuring third-party tools, providing training, troubleshooting, and delivering high-quality, timely resolutions for client requests, while maintaining strong relationships and upholding service standards.

Qualifications

• Minimum of 5 years 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 Word, Excel, PowerPoint.
• Comfortable presenting to and collaborating with stakeholders at all levels.
• Understanding of CRM principles and workflows.
• Analytical and problem-solving skills with clear instructions.

Responsibilities

• Configure and implement third-party tools to meet client requirements and train clients.
• Troubleshoot intermediate to advanced issues and ensure timely resolution.
• Provide consultative guidance to clients and internal teams.
• Act as escalation point for Level 2/3 support on complex OBT requests.
• Collaborate with clients to investigate, define, and resolve issues with creative solutions.
• Manage customer expectations through clear communication and proactive follow-up.
• Provide routine updates to clients on active cases.

Skills

Analytical thinking

Problem solving

Communication

Client-facing

Tools

Cytric

Concur

Deem

Certify

GetThere

Amadeus

Sabre

Apollo

MS Office

Job description

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.

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