Remote Travel Support Analyst

Military, Veterans and Diverse Job Seekers; San Diego (CA); Remote; USD 52,000 - 76,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers is seeking a Support Desk Analyst for a fully remote role. Responsibilities include handling internal and external inquiries via Web Portal and Phone, diagnosing issues, and providing consultative guidance to resolve service problems.

The role requires knowledge of travel industry tools (Concur or Deem), CRM principles, and proficiency with MS Office; familiarity with a GDS is preferred.

Qualifications

• 1–2 years travel industry knowledge/experience.
• Experience with Concur or Deem Online Booking tools.
• Understanding of CRM principles and practices.
• Ability to articulate instructions and document steps clearly.
• Comfortable presenting to staff at all levels.
• Knowledge of at least one GDS.
• Proficient with MS Office products.

Responsibilities

• Receive client inquiries via Web Portal and Phone regarding product functionality or problems.
• Research with clients to diagnose issues and develop solutions within timelines.
• Provide consultative guidance toward resolution of service issues.
• Troubleshoot intermediate to advanced issues or escalate as needed.
• Escalate unresolved issues to ensure timely resolution.
• Maintain accurate documentation of steps taken to resolve issues.
• Update clients on status of active issues.
• Interface with other travel departments as necessary.
• Maintain working knowledge of all supported products.

Tools

CRM (Customer Relationship Management) tools

MS Office

GDS knowledge

Concur

Deem On-Line Booking tool

Job description

Military, Veterans and Diverse Job Seekers is seeking a Support Desk Analyst for a fully remote role. Responsibilities include handling internal and external inquiries via Web Portal and Phone, diagnosing issues, and providing consultative guidance to resolve service problems.

The role requires knowledge of travel industry tools (Concur or Deem), CRM principles, and proficiency with MS Office; familiarity with a GDS is preferred.