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