Support Desk Analyst - North York, Canada - Direct Travel

Direct Travel

Verified Company

North York, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

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 12 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 provided 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

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

Our Brand Voyage:

About Direct Travel- Direct Travel is an EOE/AA/Veteran/People with Disabilities employer_

**If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.