Job Overview

Job Title: Product Support Specialist – OBT (Online Booking Tool)
Location: Gurugram, Haryana
Job Type: Full-time

About Amex GBT:

At Amex GBT, partners find inspiration in travel as a force for good, making a significant impact on our industry. We support our team members in achieving success and offer an inclusive, collaborative culture where your voice is valued.

Job Description:

As a Product Support Specialist, you will be responsible for managing client support, product issues, and technology-related queries, focusing on the PTA product portfolio, implementations, escalations, and issue resolutions related to technology. You will collaborate with Amex GBT client management teams, our clients, and work with the travel program’s technology support. Additionally, you’ll leverage your project management and analytical skills to assist with various projects and initiatives.

What You'll Do on a Typical Day:

• Case Management:

  • Provide second-level product support, addressing issues such as product breakdowns, defects, and client modifications.
  • Ensure a comprehensive understanding of Amex GBT OBT/Approval products to provide superior assistance for Amex GBT’s OBT tools.

• Issue Resolution and Escalation:

  • Investigate and address issues by evaluating the potential impact of solutions before implementing resolutions.
  • Perform complete case research before escalating issues to higher levels or external partners.
  • Test new product functionalities and provide relevant information to clients about any setbacks before release.

• SLA Adherence:

  • Ensure Service Level Agreements (SLAs) are met for issue resolution.
  • Communicate with clients and stakeholders regarding outages or system upgrades.

• Industry Expertise:

  • Offer insights into industry practices and trends, keeping management informed of potential pain points and escalating any issues that may jeopardize vendor credibility.

• Product Support Documentation:

  • Develop or modify product FAQs and user guides as needed.
  • Liaise with vendor product support and internal product managers to maintain and update client records, manuals, test plans, and FAQs.

• Collaborative Interaction:

  • Work closely with Product Managers, the L1 team, and Client Supervisory teams to define requirements and resolve challenges.

Key Contacts:

• Internal Stakeholders:
  • OBT Vendors, Airline, Hotel/Car Rental Partners, GDS Partners

What We're Looking For:

• Experience:

  • At least 5 years of experience in the travel industry with a solid background in business/corporate travel reservation workflows.
  • Minimum of 5 years of experience with GDS systems (Sabre, Apollo, Galileo, Amadeus).
  • Prior experience in client servicing and issue resolution.

• Skills:

  • Ability to work effectively with global teams.
  • Proficient in Microsoft applications (Outlook, Word, Excel, PowerPoint).
  • Strong business writing skills to ensure clear and concise documentation.
  • Strong prioritization and time management abilities.
  • Strong decision-making skills.
  • Knowledge of desktop planning, profile management, mid-office, and online booking tools like KDS, AeTM (eTravel), Agree, and GetThere.
  • Familiarity with online technologies for both technical and non-technical audiences.
  • Experience in product testing and quality assurance.

• Availability:

  • Open to working in a 24/7 environment, with shifts as required.

Why Work for Amex GBT?

• Work-Life Balance:

  • Explore your ideal work-life balance with Amex GBT.

• Flexible Benefits:

  • Benefits tailored to your country, starting on your first day, including health and welfare insurance, retirement programs, parental leave, adoption assistance, and more.

• Travel Benefits:

  • Access a range of exclusive offers from major travel suppliers on everything from flights to hotels, cruises, and car rentals.

• Growth and Development:

  • Global educational assistance, access to over 20,000 courses on our learning platform, leadership training, and priority internal job opportunities.

• Diversity, Equity, and Inclusion:

  • Amex GBT advocates for diversity, equity, and inclusion in all aspects of our business. Connect with colleagues through global Inclusion Groups focused on shared identities and initiatives.

• Well-being:

  • Mental and emotional wellness support for you and your close family.

• Additional Perks:

  • And much more!

Equal Opportunity Employer:

We value diversity and encourage all qualified candidates to apply regardless of age, gender, orientation, race, ethnicity, disability, or any other protected status. We are committed to providing reasonable accommodations for individuals with disabilities. Please let your recruiter know if you require assistance during the hiring process.

What if I don't meet every requirement?

If you are passionate about our mission and feel you'd be a great addition to our team, apply anyway! We might be looking for someone just like you!