As one of the fastest growing Travel Management Companies (TMC) in the world, Direct Travel is committed to reimagining what is possible for the industry, including business travel, personalized experiences, and meetings & events. Under the forward-thinking direction of our experienced leadership team, we are rapidly expanding and leveraging next-generation technologies to deliver on our vision for The Perfect Trip. This is your opportunity to grow your career and be part of a dynamic team that is setting the new standard of travel and service excellence. If you’re passionate about innovation and ready for what’s next, we’d love for you to join us!

Direct Travel has an immediate opening for a Sr. Support Analyst to work directly with Direct Travel Account Management team, Operations, Third Party vendors, and clients to support, demonstrate, implement Online Booking Tools and several 3rd party Applications.

Expedition Expectations

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
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

Passport to Success

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 producing coherent instructions

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: Direct Travel

Direct Travel is a leading provider of corporate travel management services. 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. The company is led by CEO Christal Bemont and Executive Chairman Steve Singh, noted business investor and founder of Concur. Direct Travel has offices in over 80 locations and is currently ranked among the top providers of travel on Travel Weekly’s Power List. For more information, visit www.dt.com.

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.

Apply now

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