Position Overview
The Product Support Analyst works directly with Direct Travel Account Management team, Operations, Third Party vendors, and clients to support, demonstrate, implement Online Booking Tools and several 3rd party Applications.
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.
Required Qualifications
- 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, 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.
- Client-focused mindset, with a commitment to building relationships and delivering high-quality service.
Benefits Summary
In addition to Medical, Dental, and Vision benefits Direct Travel offers a Total Rewards Package which includes Retirement Plans, Wellness, Rewards and Recognition, Sustainability, DE&I initiatives, and Mental Health Support.
About Direct Travel
Direct Travel is one of the world’s largest travel management companies. With a long history of proven market expertise, we blend advanced technology, superior service, and expert insight to drive tangible value and meaningful savings across Corporate Travel, Leisure Travel, Meetings & Events and specialty travel businesses. Through Avenir, our intelligent travel management platform, we reduce obstacles and give clients more direct access to content, trusted data, intelligence and global expertise. What truly sets us apart is the human care behind the technology, delivered by an experienced, passionate team dedicated to anticipating needs and delivering exceptional service at every step. For more information about Direct Travel, visit www.dt.com
Direct Travel is an equal opportunity employer
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Skills Required
- Minimum of 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 in Microsoft Word, Excel, and PowerPoint.
- Ability to present to and collaborate with internal and external stakeholders at all levels.
- Understanding of CRM principles and workflows.
- Strong analytical and problem-solving skills, with the ability to communicate clear, actionable instructions.
- Client-focused mindset and commitment to relationship building and high-quality service.
What We Do
Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 12th on Travel Weekly’s Power List. For more information, visit www.dt.com. Additionally, Creative Group, a subsidiary of Direct Travel, designs global programs and experiences that reward excellence and inspire people to reach their full potential – we call it Thrivability. Creative Group is a full-service performance improvement company specializing in meetings and events, group incentive travel, employee engagement and recognition, sales incentives and channel loyalty programs. Creative Group serves a client roster of Fortune 500 companies in a broad range of industries.
