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Direct Travel
PQ, Canada
20 days ago
Spotlight Preferred Member Company
Direct Travel
Quebec, Canada
20 days ago


Direct Travel has an immediate opening for a Support Desk Analyst II to work directly with customers, third party vendors, and Direct Travel Account Management/Sales/Operations teams to demonstrate, implement and support Online Booking Tools and several 3rd party Applications.  

Job Description – Support Desk Analyst II – French Speaking

  • Receive client (internal and external) inquiries via Web Portal and Phone regarding product functionality or problems for Level 2/3 support.
  • Examples- *OBT Policy Updates/Questions *Report/Extract Requests

*User Management *New OBT Set Up *Training/Demo = French Required

  • Research with the clients (internal and external)  to fully identify 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.
  • Assist with projects as needed and requested by Manager, Implementations & Project Management


Qualifications – Support Desk Analyst II

This position requires Bilingual French/English

  • Min of 5 years travel industry knowledge/experience
  • Knowledge of OBT Administration – Concur preferred 
  • Knowledge of Sabre and/or Apollo.
  • Sound working knowledge of MS Office Products.
  • Comfortable presenting to/meeting with internal/external staff of all levels.
  • Demonstrate understanding of working principles of CRM (Customer Relationship Management).
  • Able to think laterally in solving problems and produce coherent instructions 

Job Information

  • Job ID: 59826151
  • Location:
    Quebec, Canada
  • Position Title: Product Support Analyst
  • Company Name: Direct Travel
  • Industry: Travel Management Company
  • Job Function: Customer Service
  • Job Type: Full-Time
  • Job Duration: Indefinite
  • Min Education: H.S. Diploma/Equivalent
  • Min Experience: 5-7 Years
  • Required Travel: None

Please refer to the company's website or job descriptions to learn more about them.

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