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Product Support Analyst

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American Express Global Business Travel

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Gurgaon

AI generated summary

  • You must have 5+ years in corporate travel, GDS knowledge, client servicing skills, proficiency in MS Office, decision-making ability, and experience in product testing. Flexibility for shifts is essential.
  • You will provide technical support for Online Booking Tools and MI products, resolve customer queries, assist with implementations, and ensure timely issue resolution while managing multiple projects.

Requirements

  • Ability to work with Global teams.
  • At least five years’ experience in the travel industry with extensive experience in business/corporate travel operational reservation workflow procedures
  • Minimum 5 years knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus)
  • Should be open to working in shifts when required
  • Proficient in Microsoft applications; Outlook, Word, Excel, and PowerPoint
  • A proven background in client servicing.
  • Excellent business writing skills, to ensure documentation is written in a clear and concise manner
  • Strong prioritization and time management skills
  • Motivated and flexible to accommodate both internal and external clients
  • Strong decision-making capability
  • Must be Open for 24*7 Environment
  • Understanding of web technologies
  • Good understanding of desktop scripting, profile, mid-office, and online booking tools such as KDS, AeTM(eTravel), Concur, and GetThere.
  • Conversant in Web-based technology with technical and non-technical audience
  • Experience in product testing and quality assurance

Responsibilities

  • The Support analyst is responsible for providing technical support on online/MI products along with issue resolution, and product maintenance/implementation through a shared or designated support model. Their role involves addressing product-related questions/escalations on Online Booking Tools and/or MI Data/Reporting products. Candidate should possess a thorough knowledge of GDS, online and MI products along with business travel Industry backed with customer service, analytical, and problem-solving skills. Inventory Management, regular follow-ups, and prioritization of customer deliverables are also key requirements of the role.
  • Support Analyst will work closely with L1 teams, CGM, and external clients. The role also entails resolving internal/external customer queries received through emails, phone calls, and Salesforce.
  • Responsible for providing 2nd-level OBT product support and Level 1 MI Support. These cases could be related to product breakdown/defect or customer changes/maintenance/implementation to meet their travel program.
  • Maintain a good understanding of all Amex GBT OBT/Approval/MI products to ensure world-class support for Amex GBT’s OBT/MI products.
  • Provide Issue triage, escalation, and resolution to include:
  • Troubleshoot issues thoroughly by understanding the impact of the solution before providing the resolution.
  • Provide complete case research conducted before escalating the case to 2nd or 3rd Level, Internal Partner Team, or Vendor/technology partner.
  • Test the solution or any new release of product functionality and provide information/awareness of any shortfalls before these are available to clients.
  • Ensure SLA agreements are adhered to for problem resolution.
  • Support Client Management and customer contacts with technology & product questions specific to EA product deployment, MI product implementations, escalations, and resolution of issues related to technology.
  • Responsibilities include, but are not limited to, facilitating travel program technology support, providing assistance with the online booking tools/MI Reporting Tools including maintenance, implementations, or escalations.
  • Interact with AMEX client management and our customers to provide consultation around technology and tools utilized in the day-to-day travel program. Leverage project management and analytical skills to support multiple programs and projects. Responsibilities:
  • Participates in technology consultation with client management and partners with client conversations as applicable.
  • Consult and partner with sales, client management, and the client to understand technology requirements.
  • Set up reporting applicable to any technology product used in the travel programs.
  • Provide ongoing project updates as needed to ensure understanding and timely completion.
  • Research and resolve escalated issues for OBT, MI Tools, and other products such as PTA and general technology utilized in our AMEX travel programs.
  • Assists with OBT and product (PTA) implementations specifically related to a client program.
  • Interface with clients, CGM’s, and all AMEX technology groups that support products and online services for client programs.
  • Generates creative ideas to ensure products are used effectively.
  • Gathers and shares best practices across clients and segments.
  • Uses analytical and creative approach to condense large amounts of information into a clear, concise, effective format.
  • Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines.
  • Provides overall Technology Client Program support to the Client's General Manager.
  • Provides support and engages directly with the Client as needed and oversees the execution of the technology program action plans.

FAQs

What are the main responsibilities of a Product Support Analyst at Amex GBT?

The main responsibilities include providing technical support on online/MI products, resolving product-related inquiries and escalations, maintaining an understanding of OBT/MI products, troubleshooting issues, and supporting client management in technology-related questions.

What experience is required for this role?

A minimum of five years' experience in the travel industry, specifically in business/corporate travel operational reservation workflow procedures, is required.

What technical skills are necessary for this position?

Candidates should have knowledge of GDS systems (such as Sabre, Apollo, Galileo, Amadeus), understanding of web technologies, and experience with online booking tools like KDS, AeTM, Concur, and GetThere.

Is experience in product testing required?

Yes, experience in product testing and quality assurance is required for this role.

Will I be required to work shifts?

Yes, candidates should be open to working in shifts when necessary, as the role operates in a 24/7 environment.

How does Amex GBT support employee development?

Amex GBT offers global tuition assistance, access to over 20,000 courses on their learning platform, leadership courses, and prioritizes internal candidates for new job openings to support skill development.

What benefits do employees receive at Amex GBT?

Employees receive flexible benefits tailored to each country, including health and welfare insurance plans, retirement programs, travel perks, and wellbeing resources to support mental and emotional health.

Is there a specific location for this job?

Yes, the position is located in Gurgaon, India.

What is the company culture like at Amex GBT?

Amex GBT fosters an inclusive and collaborative culture where colleagues' voices are valued, while also championing Diversity, Equity, and Inclusion initiatives within the workplace.

What should I do if I don’t meet every requirement listed in the job description?

If you are passionate about Amex GBT's mission and believe you would be a great addition to the team, you are encouraged to apply even if you don't meet every requirement.

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American Express Global Business Travel

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

American Express Global Business Travel (Amex GBT) is a leading travel management company that provides corporate travel solutions to businesses worldwide. Their mission is to empower businesses by optimizing travel programs, enhancing travel experiences, and driving savings through innovative technology and personalized service. The company aims to make business travel more efficient, seamless, and rewarding, allowing companies to focus on their core operations while ensuring their employees travel safely and comfortably.