Support Desk Analyst

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 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.