Urgent Product Support Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued Ready to explore a career path Start your journey American Express Global Business Travel GBT equips companies of all sizes with the insights tools services and expertise they need to keep their travelers informed focused and productive while on the road With approximately 18 000 employees and operations in nearly 140 countries worldwide American Express GBT empowers customers to take control of their travel programs optimizing the return on their travel and meetings investments while more importantly providing extraordinary traveler care Were moving faster than ever and introducing new products services and strategies that will revolutionize the travel industry and bring greater value to our business customers Our clients success expands our success so we put our heart and soul into helping our clients achieve results that exceed all expectations As the worlds largest travel management company we are continuing to build alliances with key travel leaders and suppliers throughout the world strengthening our position as a quality provider to companies of all sizes We are committed to ensuring that our global workforce experiences a culture of belonging that demonstrates the diverse backgrounds and unique perspectives of our colleagues clients partners and communities to foster a successful multicultural and inclusive organization We believe that a culture where everyone feels engaged has a voice and is empowered to achieve their full potential is core to our purpose and success Get ready to take your career to new heights For more information about American Express GBT please refer to our website GBT India is looking for driven and customer focused candidates to join our Global Service Solutions team We provide intensive training and mentorship program to develop your travel knowledge and customer service skills If you are passionate about travel motivation driven to help others and willing to learn we are looking for You Summary Support Client Management and customer contacts with technology product questions specific to PTA product deployment implementations escalations and resolution of issues related to technology Facilitating travel program technology support providing assistance with the on-line booking tool including maintenance implementations or escalations Interact with AmexGBT client management and our customers to provide consultation around technology and tools used in the day to day travel program Leverage project management and analytical skills to support multiple programs and projects Must be open for 24 7 environment Location GurgaonReports to T LKRAs Core Responsibility 1 Case Management Responsible for providing 2nd level product support These cases could be relating 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 to AEGBTs OBT product Provide Issue triage escalation and resolution to include Troubleshoot issues thoroughly by understanding the impact of solution before providing the resolution Provide complete case research conducted prior to escalating the case to 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 Core Responsibility 2 Maintain Product Support Documentation 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 update as needed Core Responsibility 3 Interact with Product Manager L1 Team and Client Management team Define requirements and document accordingly Provide requirements to other teams as necessary Resolve or escalate challenges Key Contacts OBT Vendors Airline Hotel Car Partners GDS Partners Knowledge ExperienceMandatory Ability to work with Global teams At least five years experience in the travel industry with extensive experience of business corporate travel operational reservation work flow procedures Minimum 3 years knowledge of GDS systems Sabre Apollo Galileo Amadeus Should be open to work 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 Added Value Understanding of web technologies Good understanding of desktop scripting profile mid-office and online booking tools such as KDS AeTM eTravel Concur GetThere Conversant in Web-based technology with technical and non-technical audience Experience in product testing and quality assurance American Express GBT is committed to equal employment All qualified candidates will receive consideration for employment regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status family or parental status gender identity former military persons with disabilities or any other characteristic protected by government laws and regulations As a valued American Express GBT candidate please take a moment to join us on and provide a review on Location Gurgaon IndiaThe TeamGBT ExperienceWork 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 more 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 global tuition assistance 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 Diversity Equity and Inclusion in every aspect of our business at 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 Wellbeing resources to support mental and emotional health for you and your immediate family 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 What if I dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box please apply anyway You may be exactly the person were looking for