Online Support Analyst- Remote

4 weeks ago

Canada Direct Travel Full time

**Position Overview**

This position will support users of the Concur online booking tool by assisting with ongoing reservations as well as provide training to new users, and undertake the job responsibilities in a way which uphold and support the company vision and values.

This is a fully remote position.

**Responsibilities**

**Support Existing Users**
- Determine type of problem (user, Concur bugs)
- Escalate to second level support as appropriate, including applicable supporting documentation
- If necessary, be able to book a reservation through SABRE for user due to problem in Concur
- Provide profile support to users and troubleshoot if issues arise
- Handle Schedule changes for online bookings
- Review bookings to ensure tickets and invoices are issued properly and accurately
- Handle an unused ticket credit exchange via the Assured Credit Usage process

**Provide training for new users**
- Demonstrate Concur, Deem and Sureware to new users via screen sharing and teleconference, showcasing important points to typical users and walking users through the booking process for profile creation, air, car and hotel reservations
- Respond to issues raised during call and providing feedback where appropriate

**Internal and External Communication**
- Advise the team of issues encountered and resolution so that lessons can be learned and shared
- Where a “User Guide” would be appropriate, advise and assist in creation
- Consistently uphold the Vision and Values while ensuring the customer experience is in focus.

**Basic Qualifications**

**Skills and Experience**
- Experienced Travel Consultant with SABRE (or Apollo or Amadeus) skills
- Ability to handle re-issuing BSP and ARC documents through SABRE (or Apollo or Amadeus)
- Knowledge of Concur or Deem an asset
- Knowledge of Sureware an asset
- Ability to troubleshoot an issue and get to the source of the problem
- Excellent interpersonal and communication skills (both written and verbal)
- Organizational and planning skills
- Strong ability to multi-task in a fast paced environment
- Ability to manage conflicting priorities to ensure customer satisfaction levels are achieved

More Experienced Travel tech specialists will also
- Demonstrate online booking and profile tools to prospective customers and field questions based on the demonstration.
- Build online booking and profile tools as per customers specifications
- Gather details of issues raised by users and open cases with the relevant support desk for the online tool
- Assist in testing new automated reservation process handling
- Assists in maintaining existing customer booking and profile tools as industry-mandated items change and/or based on customer requests

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

**About Direct Travel**

Our growing company relies on excellence to deliver on our commitments to our customers. This starts with our employees. Our inclusive culture encourages entrepreneurial spirit empowering employees to build strong, long-lasting relationships with our clients and deliver innovative solutions. Direct Travel is one of the most respected Travel Management Companies in the industry providing our customers with smart consultation, tailored solutions and a true partnership. Our specific focus on the mid-market means our travel experts deliver personalized service to every client.

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