Product Support Analyst - Sabre and Amadeus

Product Support Analyst

This is a 100% remote position - 9am to 5pm or 8am to 4pm.

Configure and implement third-party tools

• Offer third-party tools provided by Direct Travel to meet client requirements
• Train clients and demonstrate new products or functionality

Troubleshoot and resolve issues

• Resolve intermediate to advanced technical or process-related issues
• Engage necessary resources and ensure timely, high-quality resolution

Provide consultative guidance

• Assess issues, identify root causes, and recommend effective, customer-focused solutions

Escalation point for support

• Address complex Online Booking Tool requests such as policy updates, report/extract requests, and mass data imports

Collaborate with clients and teams

• Investigate, define, and resolve issues
• Develop creative solutions while meeting established service timelines
• Communicate clear, actionable instructions

Manage customer expectations

• Provide routine updates to clients on active cases
• Gather additional information and keep stakeholders informed of status changes

Maintain up-to-date knowledge

• Support departmental and company initiatives
• Assist with special projects as requested by the Manager
• Monitor recurring client issues and provide insights or recommendations for product or process improvements

Benefits

• Onboard In addition to Medical, Dental, and Vision benefits
• Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support

About Direct Travel

• Direct Travel is a leading provider of corporate travel management services
• The company is led by CEO Christal Bemont and Executive Chairman Steve Singh
• Direct Travel has offices in over 80 locations and is currently ranked among the top providers of travel on Travel Weekly’s Power List

Equal Opportunity Employer

• Direct Travel is an EOE/AA/Veteran/People with Disabilities employer