Support Desk Analyst - Remote

Military, Veterans and Diverse Job Seekers·Remote(United States)
Data & Analytics

WFA Digital Insight

The demand for skilled support desk analysts in the remote job market has seen significant growth, with a 27% increase in job openings in 2025. As companies continue to adopt digital solutions, the need for professionals with expertise in troubleshooting and problem-solving has become crucial. Military, Veterans and Diverse Job Seekers is at the forefront of this trend, offering a unique opportunity for candidates to leverage their digital skills and experience in a dynamic and supportive environment. With the right blend of technical expertise and interpersonal skills, candidates can thrive in this role and contribute to the company's mission. Before applying, it's essential for candidates to understand the importance of effective communication, timely issue resolution, and the ability to work independently in a remote setting.

Job Description

About the Role

The Support Desk Analyst position is a critical component of our client-facing team, responsible for ensuring seamless issue resolution and providing exceptional customer support. As a remote workers, you will be the primary point of contact for internal and external clients, addressing their inquiries and concerns via web portal and phone. Your expertise in problem-solving, combined with your ability to communicate effectively, will enable you to resolve intermediate to advanced issues and provide consultative guidance to clients.

The role entails collaborating with various departments to resolve customer issues, maintaining accurate documentation, and staying up-to-date with the latest product releases and functionality. Your ability to work independently, think laterally, and produce coherent instructions will be essential in this position.

You will be part of a dynamic team that values diversity, inclusivity, and creativity. Our company is committed to fostering a culture of innovation, where every employee has the opportunity to grow and develop their skills.

What You Will Do

  • Receive and respond to client inquiries via web portal and phone
  • Research and diagnose issues to develop creative solutions
  • Provide consultative guidance to clients towards issue resolution
  • Troubleshoot and resolve intermediate to advanced issues
  • Maintain accurate and timely documentation of all client interactions
  • Escalate unresolved issues to ensure prompt resolution
  • Collaborate with other departments to resolve customer issues
  • Stay up-to-date with product releases, new functionality, and industry trends
  • Develop and maintain a working knowledge of supported products
  • Interface with internal and external staff to resolve customer issues

What We Are Looking For

  • Minimum 1-2 years of experience in the travel industry
  • Knowledge of Concur or Deem online booking tools
  • Understanding of CRM (Customer Relationship Management) principles
  • Ability to think laterally in solving problems
  • Strong communication and documentation skills
  • Experience with MS Office products
  • Knowledge of at least one GDS (Global Distribution System)

Nice to Have

  • Experience with travel industry software and systems
  • Familiarity with digital marketing and paid media platforms
  • Certification in customer service or a related field

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work remotely and maintain a healthy work-life balance
  • Collaborative and dynamic work environment
  • Professional development and growth opportunities
  • Access to cutting-edge technology and tools
  • Comprehensive health and wellness program
  • Generous paid time off and holidays

How to Stand Out

  • Develop a strong understanding of CRM principles and their application in a customer-facing role.
  • Create a portfolio that showcases your problem-solving skills and experience with digital tools.
  • Highlight your ability to work independently and effectively in a remote setting.
  • Be prepared to discuss your experience with Concur or Deem online booking tools and other travel industry software.
  • Research the company culture and values to demonstrate your alignment with their mission and vision.
  • Practice your communication skills to ensure you can effectively articulate complex issues and solutions.
  • Be prepared to discuss your salary expectations and benefits requirements during the interview process.

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