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. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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, assisting with the online booking tool including maintenance, implementations, or escalations, and Interacting with Amex GBT 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. 

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 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

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., updated as needed

Interact with the 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

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 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

Location

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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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