Product Support Analyst

Direct Travel•Remote,

7d•Remote

About The Position

The Product Support Analyst works with Direct Travel’s Account Management team, Operations, third-party vendors, and clients to support, demonstrate, and implement Online Booking Tools and third-party applications. The role provides technical and process-related support, consultative guidance, and escalation assistance while helping clients adopt and use supported products successfully. It also contributes to cross-functional initiatives and identifies recurring issues that may inform product or process improvements.

Requirements

At least 5 years of experience in the travel industry.
Strong knowledge of Online Booking Tool administration, including Cytric, Concur, Deem, Certify, and GetThere.
Familiarity with GDS systems such as Amadeus, Sabre, and/or Apollo.
Proficiency with Microsoft Office products, including Word, Excel, and PowerPoint.
Comfort 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, including lateral thinking and the ability to communicate clear, actionable instructions.
Client-focused mindset and commitment to building relationships and delivering high-quality service.

Responsibilities

Configure and implement third-party tools to meet client requirements, and train clients and demonstrate products or functionality to support adoption.
Troubleshoot and resolve intermediate to advanced technical or process-related issues, determine appropriate actions, engage necessary resources, and deliver timely, high-quality resolutions.
Provide consultative guidance to clients and internal teams by assessing issues, identifying root causes, and recommending customer-focused solutions.
Serve as an escalation point for complex Online Booking Tool requests, including policy updates, report or extract requests, and mass data imports requiring Level 2 or Level 3 support.
Collaborate with internal and external clients to investigate, define, and resolve issues while meeting service timelines.
Manage customer expectations through clear communication, proactive follow-up, and consistent delivery on commitments.
Provide routine updates on active client cases, gather additional information, and keep stakeholders informed of status changes.
Work cross-functionally with Direct Travel teams to resolve client issues efficiently and maintain internal partnerships.
Maintain current knowledge of supported products, releases, enhancements, and functionality updates.
Support departmental and company initiatives and special projects as requested by the Manager, Implementations & Project Management.
Monitor recurring client issues and provide insights or recommendations for product or process improvements.