Product Support Analyst

Supports and implements online booking tools and third-party travel applications for clients and internal teams. Configures tools, trains users, demonstrates functionality, troubleshoots complex issues, handles Level 2/3 escalations, manages client communications, and coordinates cross-functional resolutions. The role also monitors recurring issues, recommends product improvements, maintains product knowledge, and supports departmental initiatives., The Product Support Analyst works 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., * Configure and implement third-party tools offered by Direct Travel to meet client requirements, including training clients and demonstrating new products or functionality to ensure successful adoption.

• Troubleshoot and resolve intermediate to advanced technical or process-related issues, exercising sound professional judgment to determine appropriate actions, engage necessary resources, and ensure timely, high-quality resolution.
• Provide consultative guidance to clients and internal teams, assessing issues, identifying root causes, and recommending effective, customer-focused solutions.
• Serve as an escalation point for Direct Travel support teams, addressing complex Online Booking Tool requests such as policy updates, report/extract requests, and mass data imports requiring Level 2/3 support.
• Collaborate with internal and external clients to investigate, define, and resolve issues, developing creative solutions while meeting established service timelines.
• Manage and align customer expectations through clear communication, proactive follow-up, and consistent delivery on commitments.
• Provide routine updates to clients on active cases, gathering additional information and keeping stakeholders informed of status changes.
• Collaborate cross-functionally with Direct Travel teams to resolve client issues efficiently and maintain strong internal partnerships.
• Maintain up-to-date knowledge of supported products, including new releases, enhancements, and functionality updates, to provide informed, accurate support.
• Support departmental and company initiatives, assisting with special projects as requested by the Manager, Implementations & Project Management.
• Monitor recurring client issues and provide insights or recommendations for product or process improvements., 2 Days Ago Remote Florida, USA Entry level Entry level Digital Media * Events * News + Entertainment Provides specialized technical support for digital products, resolving complex customer issues and managing support queues. Configures workflows and business rules, maintains customer relationships, contributes to user guides and training materials, and mentors support analysts. The role requires strong communication, prioritization, computer application skills, and familiarity with ticketing and online meeting tools. Occasional overtime and weekend support rotation availability are required. Top Skills: JIRASalesforceWebexZendeskZoom CAPS Payroll

Product Support Analyst

2 Days Ago Remote Florida, USA Entry level Entry level Fintech * News + Entertainment * Software Provides specialized technical support for Cast & Crew digital products, resolving complex customer issues, configuring workflows and business rules, managing support queues, and maintaining customer relationships. The role also develops support documentation, communicates solutions across channels, and mentors other support analysts. Experience with ticketing systems and technical support is required; entertainment-industry accounting, payroll, or production product experience is preferred. Top Skills: JIRASalesforceWebexZendeskZoom Epiq

• Minimum of 5 years of experience in the travel industry.
• Strong knowledge of Online Booking Tool (OBT) administration: Cytric, Concur, Deem, Certify, GetThere.
• Familiarity with GDS systems: Amadeus, Sabre, and/or Apollo.
• Proficient in Microsoft Office products (Word, Excel, PowerPoint).
• Comfortable presenting to and collaborating with internal and external stakeholders at all levels.
• Understanding of Customer Relationship Management (CRM) principles and workflows.
• Strong analytical and problem-solving skills, with the ability to think laterally and communicate clear, actionable instructions.
• Client-focused mindset, with a commitment to building relationships and delivering high-quality service.

16 Days Ago In-Office or Remote 55K-65K Annually Mid level 55K-65K Annually Mid level Legal Tech Delivers training programs, supports instructional design and professional development, collaborates with stakeholders, monitors KPIs, maintains quality standards, and ensures compliance with company policies and regulations. Top Skills: Business Intelligence (Bi)Customer Relationship Management (Crm)

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

Direct Travel is one of the world’s largest travel management companies. With a long history of proven market expertise, we blend advanced technology, superior service, and expert insight to drive tangible value and meaningful savings across Corporate Travel, Leisure Travel, Meetings & Events and specialty travel businesses. Through Avenir, our intelligent travel management platform, we reduce obstacles and give clients more direct access to content, trusted data, intelligence and global expertise. What truly sets us apart is the human care behind the technology, delivered by an experienced, passionate team dedicated to anticipating needs and delivering exceptional service at every step. For more information about Direct Travel, visit www.dt.com