Online Support Analyst- Remote

Position Overview This position will support users of the Concur online booking tool by assisting with ongoing reservations as well as provide training to new users, and undertake the job responsibilities in a way which uphold and support the company vision and values. This is a fully remote position. Responsibilities Support Existing Users Answer incoming phone calls and email from users about issues encountered with current reservations, providing first level support Determine type of problem (user, Concur bugs) Escalate to second level support as appropriate, including applicable supporting documentation If necessary, be able to book a reservation through SABRE for user due to problem in Concur Provide profile support to users and troubleshoot if issues ariseHandle Schedule changes for online bookingsReview bookings to ensure tickets and invoices are issued properly and accuratelyHandle an unused ticket credit exchange via the Assured Credit Usage processProvide training for new users Demonstrate Concur, Deem and Sureware to new users via screen sharing and teleconference, showcasing important points to typical users and walking users through the booking process for profile creation, air, car and hotel reservationsRespond to issues raised during call and providing feedback where appropriateInternal and External Communication Advise the team of issues encountered and resolution so that lessons can be learned and sharedWhere a User Guide would be appropriate, advise and assist in creation Consistently uphold the Vision and Values while ensuring the customer experience is in focus. Basic Qualifications Skills and Experience Experienced Travel Consultant with SABRE (or Apollo or Amadeus) skillsAbility to handle re-issuing BSP and ARC documents through SABRE (or Apollo or Amadeus)Knowledge of Concur or Deem an assetKnowledge of Sureware an assetAbility to troubleshoot an issue and get to the source of the problemExcellent interpersonal and communication skills (both written and verbal)Organizational and planning skillsStrong ability to multi-task in a fast paced environmentAbility to manage conflicting priorities to ensure customer satisfaction levels are achievedMore Experienced Travel tech specialists will also Demonstrate online booking and profile tools to prospective customers and field questions based on the demonstration.Build online booking and profile tools as per customers specificationsGather details of issues raised by users and open cases with the relevant support desk for the online toolAssist in testing new automated reservation process handlingAssists in maintaining existing customer booking and profile tools as industry-mandated items change and/or based on customer requests Direct Travel is an EOE/AA/Veteran/People with Disabilities employer. About Direct Travel Our growing company relies on excellence to deliver on our commitments to our customers. This starts with our employees. Our inclusive culture encourages entrepreneurial spirit empowering employees to build strong, long-lasting relationships with our clients and deliver innovative solutions. Direct Travel is one of the most respected Travel Management Companies in the industry providing our customers with smart consultation, tailored solutions and a true partnership. Our specific focus on the mid-market means our travel experts deliver personalized service to every client. Additionally, Direct Travel offers full-service performance improvement solutions, including meeting and event management, group incentive travel and individual recognition solutions through its wholly owned subsidiary Creative Group, Inc. An industry leader, Creative Group has been honored with the CMI 25 Award, which recognizes the top 25 most influential meeting and incentive management companies in the US each year since the award s inception in 2007. The company is headquartered in Schaumburg, Illinois and maintains offices in Detroit, Appleton, San Francisco and Toronto. For more information about Creative Group, please visit