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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
    Product
  • Gurgaon

AI generated summary

  • You need 5+ years in corporate travel, GDS knowledge, client service skills, Microsoft proficiency, and experience in product testing. Must be open to shifts and 24/7 work.
  • You will provide 2nd-level product support, troubleshoot issues, ensure SLA compliance, communicate with clients, and liaise with vendors to maintain and enhance travel product documentation and functionality.

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

  • Responsible for providing 2nd-level product support. These cases could be related to product breakdown/defect or customer changes/maintenance to meet their travel program.
  • Maintain a good understanding of all AEGBT OBT/Approval products to ensure world-class support for Amex GBT’s OBT 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 the 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
  • Provide communications to clients/fields on outages or enhancement
  • Provide subject matter expertise on travel industry practices and underlying industry technologies
  • Keep management advised of potential problem areas and escalate any situation that may jeopardize AEGBT or vendor credibility
  • Provide status reports as directed on progress and accomplishments to management
  • Create or modify product FAQ/instruction manual as necessary; this may include different versions or customized offerings of a product.
  • Liaise with Vendor Product Support and Product Managers to keep user documents, manuals, test plans, FAQs, etc., updated as needed
  • Define requirements and document accordingly
  • Provide requirements to other teams as necessary
  • Resolve or escalate challenges
  • OBT Vendors
  • Airline, Hotel/Car Partners
  • GDS Partners

FAQs

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

The primary responsibility is to support Client Management and customer contacts with technology and product questions related to PTA product deployment, implementations, escalations, and resolution of issues related to technology.

What kind of experience is required for this position?

A minimum of five years’ experience in the travel industry, with extensive knowledge in business/corporate travel operational reservation workflow procedures, and at least five years of knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus) is required.

Is prior experience with online booking tools necessary?

Yes, a good understanding of online booking tools such as KDS, AeTM (eTravel), Concur, and GetThere is necessary.

Will I need to work in shifts?

Yes, the role requires you to be open to working in shifts when required.

What tools and technologies should I be familiar with for this job?

You should be proficient in Microsoft applications (Outlook, Word, Excel, and PowerPoint) and have a good understanding of web technologies, desktop scripting, profile, and mid-office systems.

Is product testing experience necessary for this position?

Yes, experience in product testing and quality assurance is preferred.

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 job openings for employee development.

What benefits are included for employees?

Benefits include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, flexible benefits tailored to each country, travel perks, and well-being resources to support mental and emotional health.

Are there any specific attributes sought after in candidates for this role?

Yes, candidates should demonstrate strong prioritization and time management skills, motivated service orientation, excellent business writing skills, decision-making capabilities, and the ability to communicate well with technical and non-technical audiences.

Do you offer accommodations for applicants with disabilities?

Yes, Amex GBT is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process.

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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.