Support Desk Analyst - Remote

This is a fully remote position.
Responsibilities:

- Receive client (internal and external) inquiries via Web Portal and Phone regarding product functionality or problems.

- Research with the clients (internal and external) to fully diagnose 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 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.

Basic Qualifications:

- Min of 1-2 years travel industry knowledge/experience

- Knowledge of Concur or Deem On-Line Booking tool experience

- Demonstrate understanding of working principles of CRM (Customer Relationship Management).

- Able to think laterally in solving problems.

- Able to produce coherent instructions and relative documentation.

- Comfortable presenting to/meeting with internal/external staff of all levels.

- Knowledge of at least one GDS.

- Sound working knowledge of MS Office Products.

Originally posted on Himalayas