Travel Tech Support & Implementation Specialist

Direct Travel; United States; Remoto; USD 70.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Total Rewards Package

Retirement Plans

Wellness

Rewards and Recognition

Sustainability

DEI initiatives

Mental Health Support

Descrizione del lavoro

Direct Travel’s Product Support Analyst collaborates with the Account Management team, Operations, third‑party vendors, and clients to support, demonstrate, implement Online Booking Tools and several third‑party applications. You will configure and training clients, and demonstrate new products to ensure adoption.

The role emphasizes troubleshooting, consulting, and proactive communication to align client expectations, resolve complex issues, and maintain timely service delivery across internal

Competenze

• Minimum 5 years in 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.

Mansioni

• 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.

Conoscenze

OBT administration

GDS knowledge

MS Office

Presentation skills

CRM fundamentals

Client focus

Strumenti

Cytric

Concur

Deem

Certify

GetThere

Amadeus

Sabre

Apollo

Descrizione del lavoro

Direct Travel’s Product Support Analyst collaborates with the Account Management team, Operations, third‑party vendors, and clients to support, demonstrate, implement Online Booking Tools and several third‑party applications. You will configure and training clients, and demonstrate new products to ensure adoption.

The role emphasizes troubleshooting, consulting, and proactive communication to align client expectations, resolve complex issues, and maintain timely service delivery across internal