Online Travel Booking Tool Analyst - Toronto, Canada - Direct Travel

    Direct Travel
    Direct Travel Toronto, Canada

    1 month ago

    Default job background
    Full time
    Description

    Support Desk Analyst – French Speaking – Remote

    Embark on the next step in your career journey with Direct Travel

    Direct Travel has an immediate opening for a Support Desk Analyst to work directly with customers, third party vendors, and Direct Travel Account Management/Sales/Operations teams to demonstrate, implement and support several 3rd party Applications.

    This is a fully remote position.

    Expedition Expectations

    • Receive client (internal and external) inquiries via Web Portal and Phone regarding product functionality or problems.
    • Research with the clients (internal and external) to fully diagnose the issue then develop creative solutions and respond within established timelines.
    • Provide consultative guidance to customers (internal and external) towards the resolution to their service issue.
    • Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve.
    • Effectively manage expectations that are set with customers (internal and external).
    • Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve client (internal and external) issues/questions.
    • Escalate unresolved client (internal and external) issues as necessary to ensure timely resolution.
    • Routinely update the client on active issues to gain additional information or to advise of status of issues.
    • Interface with other Direct Travel departments as necessary to resolve customer (internal and external) issues.
    • Maintain working knowledge of all products that you support including new releases and new functionality.

    Passport to Success

    • Min of 1-2 years travel industry knowledge/experience
    • Proficiency of at least one GDS - Apollo, Sabre or Amadeus.
    • Knowledge of Concur, Deem, Cytric, Certify, GetThere or Zeno On-Line Booking tool experience
    • Preference given to Cytric and Amadeus applicants
    • Demonstrate understanding of working principles of CRM (Customer Relationship Management).
    • Able to think laterally in solving problems.
    • Able to produce coherent instructions and relative documentation.
    • Comfortable presenting to/meeting with internal/external staff of all levels.
    • Knowledge of at least one GDS.
    • Sound working knowledge of MS Office Products.
    • Must speak French