Support Desk Analyst

7 hours ago

North York, 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 1-2 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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