Product Support Analyst-2

The Product Support Analyst-2 is responsible for providing 2nd-level product support for Amex GBT's OBT/Approval products, addressing product breakdowns, defects, and customer changes. This role involves issue triage, escalation, and resolution, ensuring adherence to SLA agreements, and communicating with clients on outages or enhancements. The analyst will also provide subject matter expertise on travel industry practices, update product documentation, and liaise with vendors and product managers.

Must Have

• Provide 2nd-level product support for OBT/Approval products
• Maintain understanding of AEGBT OBT/Approval products
• Perform issue triage, escalation, and resolution
• Ensure SLA adherence for problem resolution
• Communicate with clients on outages or enhancements
• 5+ years experience in travel industry and corporate travel workflow
• 5+ years knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus)
• Proficiency in Microsoft applications (Outlook, Word, Excel, PowerPoint)
• Excellent business writing skills
• Strong prioritization and time management skills
• Open to working in a 24*7 environment and shifts
• Understanding of web technologies
• Knowledge of desktop scripting, mid-office, and online booking tools
• Experience in product testing and quality assurance

Perks & Benefits

• Flexible benefits (health and welfare insurance, retirement programs, parental leave, adoption assistance, wellbeing resources)
• Travel perks (deals from major travel providers)
• Access to over 20,000 courses on learning platform, leadership courses
• New job openings available to internal candidates first
• Connect with colleagues through global INclusion Groups

What You’ll Do on a Typical Day:

Case Management

• 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 elite support for Amex GBT’s OBT products.
• Provide Issue triage, escalation, and resolution to include:
• 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 call out any situation that may jeopardize AEGBT or vendor credibility
• 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
• Resolve or escalate challenges
• OBT Vendors
• Airline, Hotel/Car Partners
• GDS Partners

What We’re looking for:

• 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 shown 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

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!