Product Support Analyst - Travel Technology

Join Direct ATPI as a Product Support Analyst to provide technical expertise for the Concur Online Booking Tool and Freshdesk portal. This role is ideal for professionals with travel industry experience looking to advance in travel technology support.

• Manage internal and external client inquiries within the Freshdesk support portal via email and CHAT.
• Troubleshoot first-level intermediate issues and collaborate with clients for diagnosis and resolution.
• Perform scheduled loading of unused ticket credits into Concur and manage profile synchronization errors.
• Escalate unresolved concerns to internal teams while managing client expectations and transparency.
• Maintain high-quality documentation of all steps taken and actions completed to resolve issues.
• Stay updated with product knowledge, including new releases and functionalities.

• 1-2 years of experience in travel industry operations with strong industry knowledge.
• Proficiency in at least one Global Distribution System (GDS) like Sabre or Amadeus.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong critical thinking, problem-solving, and solution development skills.
• Ability to create clear, concise instructions and comprehensive documentation.
• Preferred: Hands-on experience using Concur Online Booking Tool.

• Opportunity to work with a global leader in travel management.
• Professional growth in the travel technology and SaaS sector.
• Collaborative work environment with internal cross-functional teams.
• Exposure to industry-leading tools like Concur and Freshdesk.

• Location: Mumbai, Maharashtra.
• Employment Type: Full-time role within Account Management and Operations support.