Support Desk Analyst - Remote

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

About the job Support Desk Analyst - Remote

This is a fully remote position.
Responsibilities:

• Receive client (internal and external) inquiries via Web Portal and Phone regarding product functionality or problems.
• Research with the clients (internal and external) to fully diagnose the issue then develop creative solutions and respond within established timelines.
• Provide consultative guidance to customers (internal and external) towards the resolution to their service issue.
• Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve.
• Effectively manage expectations that are set with customers (internal and external).
• Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve client (internal and external) issues/questions.
• Escalate unresolved client (internal and external) issues as necessary to ensure timely resolution.
• Routinely update the client on active issues to gain additional information or to advise of status of issues.
• Interface with other travel departments as necessary to resolve customer (internal and external) issues.
• Maintain working knowledge of all products that you support including new releases and new functionality.

Basic Qualifications:

• Min of 1-2 years travel industry knowledge/experience
• Knowledge of Concur or Deem On-Line Booking tool experience
• Demonstrate understanding of working principles of CRM (Customer Relationship Management).
• Able to think laterally in solving problems.
• Able to produce coherent instructions and relative documentation.
• Comfortable presenting to/meeting with internal/external staff of all levels.
• Knowledge of at least one GDS.
• Sound working knowledge of MS Office Products.