Role Overview:
The Support Analyst will collaborate with clients, third-party vendors, and internal teams (Account Management, Sales, and Operations) to deliver exceptional technical support, ensuring quick resolution of issues related to the Concur Online Booking Tool, user profile management, unused ticket management and the Freshdesk support portal.
Key Responsibilities:
- Manage client inquiries (internal and external) within the Freshdesk support portal, providing prompt email responses to address product functionality, questions, and issues. This includes troubleshooting first-level intermediate issues and collaborating closely with clients to diagnose and resolve problems.
- In addition to working support cases coming into the Freshdesk support portal, analysts will be supporting client technical support cases that come via CHAT with the support analyst logging and documenting the support case in Freshdesk.
- Performs the scheduled loading of unused ticket credits into Concur, ensuring timely updates.
- Escalate unresolved concerns to appropriate Direct Travel internal teams for swift resolution managing client expectations to ensure satisfaction and transparency throughout the support process.
- Responsible for validating and resolving profile synchronization errors, maintaining accurate data alignment, and ensuring successful profile updates across multiple systems.
- Document all steps taken and actions completed to resolve client issues, maintaining high-quality records.
- Collaborate with Direct Travel internal cross-functional teams to resolve client issues efficiently and enhance overall service delivery. Provide clear, timely status updates to clients and internal and external clients, and proactively gather any additional information needed to drive resolution.
- Stay up to date with product knowledge, including new releases and functionalities, to support clients effectively.
- Meet or exceed individual and team KPIs monthly.
Qualifications & Skills:
- 1-2 years of experience in travel industry operations with a strong understanding of industry practices.
- Proficiency in at least one Global Distribution System (GDS), such as Sabre or Amadeus, or a demonstrated aptitude and willingness to quickly develop foundational GDS skills.
- Strong critical thinking, problem-solving, and solution development skills.
- Experience creating clear, concise instructions and comprehensive documentation.
- Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Preferred: Experience using Concur Online Booking Tool.
Interested candidates can share their resumes on [email protected] asap.
