Product Support Analyst

American Express Global Business Travel; Gurgaon; On-site; INR 900,000 - 1,300,000; Full time

Job summary

American Express Global Business Travel in Gurgaon, India, seeks an experienced travel technology and support professional to manage product support, resolve cases, and maintain the Online Booking Tools (OBT). You will collaborate with client managers and customers, troubleshoot issues, and implement/maintain the booking tool.

You will work across GDS systems (Sabre, Apollo, Galileo, Amadeus), test releases, ensure SLA adherence, and produce regular reports while advising management on risks and

Qualifications

• Experience in corporate travel operations workflows.
• Ability to document cases and research for global clients.
• Proficient with MS Outlook, Word, Excel and PowerPoint.

Responsibilities

• Manage product support for cases including breakdowns and defects with case research.
• Maintain understanding of Amex GBT Online Booking Tools and MI products; share travel tech knowledge.
• Test solutions and releases of new product functionality.
• Ensure adherence to SLA agreements.
• Produce recurring and ad-hoc reports.
• Monitor and communicate potential roadblocks to management.
• Maintain client and management documentation on progress and achievements.
• Collaborate with Vendor Product Support and Product Managers to keep user docs updated.
• Engage with OBT vendors and GDS partners to connect key contacts.

Skills

Client servicing

Time management

Decision making

Communication

Tools

Sabre

Apollo

Galileo

Amadeus

Outlook

Word

Excel

PowerPoint

Job description

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. In this role, you’ll collaborate with client managers and our customers, sharing your expertise on Amex GBT’s travel technology and tools. You'll support day-to-day travel technology questions, troubleshoot issues, implement and maintain the online booking tool.

What You’ll Do

• Manage product support for cases including product breakdowns and defects, documenting your case research to help global clients resolve challenges
• Maintain a good understanding of all Amex GBT Online Booking Tools (OBT), MI Products and approval products; share expertise on travel industry practices and technologies
• Test solutions and new product functionality releases
• Ensure adherence to SLA agreements
• Produce recurring and ad-hoc reports
• Monitor and advise management of potential roadblocks
• Maintain documentation and communication with clients and management on progress and achievements
• Liaise with Vendor Product Support and Product Managers to build and keep user documents, manuals, test plans, FAQs etc., updated as needed
• Connect with key contacts including OBT Vendors, airline, hotel, car, and GDS Partners

What We're Looking For

• 5+ years of experience in the travel industry
• Extensive experience in corporate travel operational reservation workflows and procedures
• 3+ years of knowledge and understanding GDS systems (Sabre, Apollo, Galileo, Amadeus)
• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint
• Excellent business writing skills
• Maintain productivity standards on client servicing experience
• Strong prioritization, time management, decision-making, and creative problem-solving skills
• Flexibility to work various shifts
• Location Gurgaon, India

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!