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.

Ready to explore a career path? Start your journey.

The Product Support Analyst will be a key contact for MI data & Product issues and requests for both internal and external customers. This role will work cases and provide phone support for the various MI products and Processes within Global Program Care as needed. The analyst will also research and resolve escalated issues presented to the team. The role requires the analyst to drive results by operating with a sense of urgency and employ effective time management to deliver results within deadlines. Cross training is a requirement as contingency support for data analysis, OBT L1 support, PRDS maintenance, and PTC support. Flexibility with phone shift coverage is a must. Also, this position is being filled to cover West Coast Business hours which ends at 6:00pm PT Monday – Friday.

Core Responsibility 1: Case Management

• Responsible for providing 1st and 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 MI products/processes to ensure world-class client support
• 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 2nd/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/field 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., updated 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.

Experience:

• At least 3 years experience in the travel industry with extensive experience of business/corporate. travel operational reservation workflow procedures.
• Minimum 2 years knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus).
• Creative problem-solving skills.
• 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.
• Should be flexible to work in various shifts as required.
• Understanding of web technologies.
• Good understanding of desktop scripting, profile, mid-office and online booking tools.
• Experience in product testing and quality assurance.
• Proficient in Microsoft applications; Outlook, Word, Excel, and PowerPoint.
• Proficiency in Spoken & Written English.
• Ability to work with Global teams.

Location

The US national annual base salary range for this position is from $50,000 to $100,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

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 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 qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult 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!