Product Support Analyst - Sabre and Amadeus

• 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., 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!

Do you have experience in Productivity software?, * 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
• 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., * Min of 5 years travel industry knowledge/experience
• Knowledge of OBT Administration - Cytric / Concur / Deem preferred
• Knowledge of Amadeus, Sabre and/or Apollo - Amadeus preferred
• 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

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance

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.