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Support Desk Analyst

4 months ago

Minneapolis, United States Direct Travel Full time
Job DescriptionJob 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 1-2 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