Posted May 7, 2026
As a Support Analyst at our company, you will collaborate with clients, third-party vendors, and internal teams to provide exceptional technical support. Your main responsibilities will include:
Managing client inquiries within the Freshdesk support portal, responding promptly to address product functionality, questions, and issues. This involves troubleshooting first-level intermediate issues and working closely with clients to diagnose and resolve problems. - Supporting client technical support cases coming via CHAT, logging and documenting the support cases in Freshdesk. - Performing the scheduled loading of unused ticket credits into Concur to ensure timely updates. - Escalating unresolved concerns to appropriate internal teams for swift resolution while managing client expectations for satisfaction and transparency. - Validating and resolving profile synchronization errors, maintaining accurate data alignment, and ensuring successful profile updates across systems. - Documenting all steps and actions taken to resolve client issues, maintaining high-quality records. - Collaborating with internal cross-functional teams to efficiently resolve client issues and enhance service delivery. Providing clear, timely status updates and gathering additional information as needed. - Staying updated with product knowledge, including new releases and functionalities, to effectively support clients and meeting or exceeding individual and team KPIs monthly. Qualifications & Skills required for this role include:
1-2 years of experience in travel industry operations with a strong understanding of industry practices. - Proficiency in at least one Global Distribution System (GDS) or a willingness to quickly develop foundational GDS skills. - Strong critical thinking, problem-solving, and solution development skills. - Experience in creating clear, concise instructions and comprehensive documentation. - Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook). - Preferred: Experience using Concur Online Booking Tool. If you are interested in this position, please share your resume with us at omkar.tamhane@atpi.com as soon as possible. As a Support Analyst at our company, you will collaborate with clients, third-party vendors, and internal teams to provide exceptional technical support. Your main responsibilities will include:
Managing client inquiries within the Freshdesk support portal, responding promptly to address product functionality, questions, and issues. This involves troubleshooting first-level intermediate issues and working closely with clients to diagnose and resolve problems. - Supporting client technical support cases coming via CHAT, logging and documenting the support cases in Freshdesk. - Performing the scheduled loading of unused ticket credits into Concur to ensure timely updates. - Escalating unresolved concerns to appropriate internal teams for swift resolution while managing client expectations for satisfaction and transparency. - Validating and resolving profile synchronization errors, maintaining accurate data alignment, and ensuring successful profile updates across systems. - Documenting all steps and actions taken to resolve client issues, maintaining high-quality records. - Collaborating with internal cross-functional teams to efficiently resolve client issues and enhance service delivery. Providing clear, timely status updates and gathering additional information as needed. - Staying updated with product knowledge, including new releases and functionalities, to effectively support clients and meeting or exceeding individual and team KPIs monthly. Qualifications & Skills required for this role include:
1-2 years of experience in travel industry operations with a strong understanding of industry practices. - Proficiency in at least one Global Distribution System (GDS) or a willingness to quickly develop foundational GDS skills. - Strong critical thinking, problem-solving, and solution development skills. - Experience in creating clear, concise instructions and comprehensive documentation. - Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook). - Preferred: Experience using Concur Online Booking Tool. If you are interested in this position, please share your resume with us at omkar.tamhane@atpi.com as soon as possible.
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