Product Support Analyst

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, shift flexibility, MS proficiency, decision-making ability, web tech understanding, and product testing experience.
You will provide technical support for online booking and MI products, troubleshoot issues, maintain product knowledge, assist clients, and collaborate with internal teams to resolve queries efficiently.

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.
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 is the primary responsibility of a Product Support Analyst at Amex GBT?

The primary responsibility of a Product Support Analyst is to provide technical support on online/MI products, address product-related questions and escalations, and assist with issue resolution, product maintenance, and implementation.

What kind of experience is required for this role?

At least five years of experience in the travel industry, specifically in business/corporate travel operational reservation workflow procedures, along with a minimum of five years of knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus) is required.

Is shift work required for this position?

Yes, the candidate should be open to working in shifts when required.

What software skills are necessary for this role?

Proficiency in Microsoft applications, including Outlook, Word, Excel, and PowerPoint, is necessary.

Will training be provided for new Mcx GBT products and tools?

Yes, ongoing training and development opportunities are available, including global tuition assistance and access to various courses on our learning platform.

What support is provided for employee wellbeing?

Amex GBT offers wellbeing resources to support mental and emotional health for employees and their immediate family.

Is customer service experience important for the Product Support Analyst role?

Yes, a proven background in client servicing is essential for success in this role.

How does Amex GBT promote diversity and inclusion?

Amex GBT champions Diversity, Equity, and Inclusion in every aspect of its business, with global Inclusion Groups to connect colleagues around common identities or initiatives.

What happens if I don't meet every requirement listed in the job description?

If you are passionate about our mission and believe you would be a great addition to our team, we encourage you to apply anyway, even if you don't meet every single requirement.

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.