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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Analyst - **Company:** The Direct - **Location:** Denver, CO, United States (Remote available) - **Experience:** Starter - **Salary:** $55,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Amadeus CRS, StoryMill, Issue Tracking Systems, Microsoft PowerPoint, Sabre (Computer System) - **Published:** October 31, 2026 - **Apply:** https://www.builtincolorado.com/job/product-support-analyst/11996068?handler=ApplyRedirect ## About the Role * 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. ## Description 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