Product Support Analyst

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