Product Support Specialist

6 days ago


Montreal, Quebec, Canada Direct Travel Full time

Product Support Specialist

Direct Travel is seeking a highly skilled Product Support Specialist to join our team. As a Product Support Specialist, you will be responsible for providing exceptional support to our customers, third-party vendors, and internal teams.

Key Responsibilities:

  • Lead and manage online booking tool implementations from kick-off to launch.
  • Manage multiple concurrent implementations following Direct Travel's implementation methodology.
  • Meet and exceed predetermined implementation timelines.
  • Creatively design solutions, via the online tools, for complex requirements.
  • Conduct effective training and product demonstrations with clients remotely.
  • Provide updates on client statuses and escalate issues while maintaining control of the project.
  • Provide second-level support for the troubleshooting and diagnosing of issues and defects related to Direct Travel's suite of Travel technology tools.
  • Report defects to our travel technology partners as required and follow up to ensure they are rectified.
  • Act as a liaison between Direct Travel and technology vendors to resolve any technical issues.
  • Work effectively with peers, other departments, and management.
  • Stay organized and deliver on commitments, including updating any project tracking systems.

Requirements:

  • Minimum 1 year configuring an online booking tool in a technical implementation or support role.
  • Knowledge of Deem, Cytric, Certify, GetThere Online Booking tools.
  • A good understanding of travel industry technologies.
  • Sabre GDS experience - Amadeus/Travelport an asset.
  • Ability to multi-task in a fast-paced customer-service focused environment.
  • Excellent verbal and written communication skills.
  • Strong technical, presentation, and customer support skills.
  • Organized, resourceful, and autonomous.
  • A problem solver having the ability to troubleshoot complex technical issues.
  • Must be thorough and detail-oriented.
  • Results-driven.
  • Travel industry knowledge.

About Direct Travel:

Direct Travel is a leading provider of corporate travel management services. We have been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of our people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies, and significant cost savings. We have offices in over 70 locations across North America and the UK and are currently ranked 12th on Travel Weekly's Power List. For more information, visit our website.

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



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