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Product Support Analyst - Remote

Direct Travel

Direct Travel

IT, Product, Customer Service
Montreal, QC, Canada · Québec, Canada · Canada
Posted on Monday, June 17, 2024

Product Support Analyst – Remote

Embark on the next step in your career journey with Direct Travel!

Direct Travel has an immediate opening for a Product Support 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 with a focus on online booking tools.

This is a fully remote position.

Expedition Expectations

• Lead and manage online booking tool implementations from kick off to launch

• Manage multiple concurrent implementations following Direct Travel’s implementation methodology

• Meet and exceed predetermined implementation timelines

• Creatively design solutions, via the online tools, for complex requirements

• Conduct effective training and product demonstrations with clients remotely

• Provide updates on client statuses and escalate issues while maintaining control of the project

• Provide second-level support for the troubleshooting and diagnosing of issues and defects related to Direct Travel's suite of Travel technology tools

• Report defects to our travel technology partners as required and following up to ensure they are rectified

• Act as a liaison between Direct Travel and technology vendors to resolve any technical issues

• Work effectively with peers, other departments, and management

• Stay organized and deliver on commitments, including updating any project tracking systems

Passport to Success

• Minimum 1 year configuring an online booking tool in a technical implementation or support role

• Knowledge of Deem, Cytric, Certify, GetThere On-Line Booking tools

• A good understanding of travel industry technologies

• Sabre GDS experience - Amadeus/Travelport an asset

• Ability to multi-task in a fast-paced customer-service focused environment

• Excellent verbal and written communication skills

• Strong technical, presentation, and customer support skills

• Organized, resourceful and autonomous

• A problem solver having the ability to troubleshoot complex technical issues

• Must be thorough and detail oriented

• Results driven

• Travel Industry knowledge

Benefits Onboard

In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support.

Our Brand Voyage: About Direct Travel

Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 12th on Travel Weekly’s Power List. For more information, visit

Direct Travel is an EOE/AA/Veteran/People with Disabilities employer.

If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.