Product Support Analyst - Sabre and Amadeus

Direct Travel • Remote,

2d • Remote

About The Position

Direct Travel has an immediate opening for a Product Support Analyst to work directly with the Direct Travel Account Management team, Operations, Third Party vendors, and clients to support, demonstrate, and implement Online Booking Tools and several 3rd party Applications. This is a 100% remote position with working hours of 9am to 5pm or 8am to 4pm (Any time zone).

Requirements

• 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
• 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.
• Min of 5 years travel industry knowledge/experience
• Knowledge of OBT Administration – Cytric / Concur / Deem preferred
• Knowledge of Amadeus, Sabre and/or Apollo - Amadeus preferred
• Sound working knowledge of MS Office Products.
• Comfortable presenting to/meeting with internal/external staff of all levels.
• Demonstrate understanding of working principles of CRM (Customer Relationship Management).
• Able to think laterally in solving problems and producing coherent instructions

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.

Benefits

• Medical
• Dental
• Vision
• employee rewards and recognitions program
• Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed