Support Desk Analyst

6 days ago


Richmond Hill, Ontario, Canada Direct Travel Full time

Support Desk Analyst - French Speaking - Remote

Position Overview


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.

Responsibilities

  • 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.

Basic Qualifications

  • Min of 12 years travel industry knowledge/experience
  • Knowledge of Concur or Deem On-Line Booking tool experience
  • 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
  • Direct Travel is an EOE/AA/Veteran/People with Disabilities employer._
**About Direct Travel

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