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.