Job Overview

Product Support Specialist – American Express Global Business Travel (Amex GBT)

Job Details

• Position: Product Support Specialist
• Job Type: Full-time
• Location: Gurugram, Haryana, India

About Amex GBT

At Amex GBT, we believe in travel as a force for good and offer an inclusive and collaborative culture where your voice is valued. With 18,000+ employees operating in nearly 140 countries, we empower businesses with the insights, tools, and expertise to optimize their travel programs.

We are moving fast, introducing new products and services, and revolutionizing the travel industry to deliver extraordinary traveler care. Our partnerships with key travel leaders and suppliers worldwide make us the largest travel management company that serves organizations of all sizes.

???? Join us and be a part of our mission to deliver world-class travel solutions!

Role Summary

The Product Support Specialist will provide 2nd level product support, assist with technology & product escalations, and support client management teams in optimizing their travel programs.

This role involves:
✔ Troubleshooting & resolving product issues
✔ Managing online booking tools & technology support
✔ Collaborating with product managers, suppliers & internal teams
✔ Ensuring seamless travel program implementation & enhancements

⏰ Must be open for a 24/7 environment.

Core Responsibilities

1️⃣ Management of Cases & Product Support

• Provide 2nd level product support for technology escalations & maintenance.
• Troubleshoot product breakdowns, defects, and customer requests.
• Ensure SLAs are met for issue resolution.
• Conduct thorough case research before escalating to 3rd-level support or external vendors.
• Test new product releases & updates to ensure seamless functionality before launch.
• Keep management informed of critical issues & potential risks.
• Provide status reports on progress and resolutions.

2️⃣ Product Documentation & Knowledge Management

• Create & update FAQs, user manuals, test plans & product guides.
• Collaborate with product managers & vendors to keep documentation relevant.

3️⃣ Cross-Team Collaboration

• Work closely with Product Managers, Level 1 Support, and Client Management teams.
• Define and document business requirements.
• Escalate and resolve technology & operational challenges.

Key Stakeholders & Contacts

• Online Booking Tool (OBT) Suppliers
• Airline, Hotel, and Car Rental Partners
• GDS Knowledge Experts

Required Skills & Experience

Mandatory Qualifications

✔ 5+ years of experience in the travel industry (corporate/business travel preferred).
✔ 3+ years of experience with GDS systems (Sabre, Apollo, Galileo, Amadeus).
✔ Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
✔ Strong client servicing & business writing skills.
✔ Excellent prioritization, decision-making & time management.
✔ Global team collaboration experience.

Preferred Qualifications (Added Advantage)

✅ Knowledge of web technologies & scripting.
✅ Experience with desktop scripting, profile management, and online booking tools (e.g., KDS, AeTM, Concur, GetThere).
✅ Ability to communicate with both technical & non-technical audiences.
✅ Product testing & quality assurance experience.

The #TeamGBT Experience

???? Work-Life Balance – Flexible benefits start from day one and include health & welfare insurance, retirement programs, parental leave, and more.
✈ Exclusive Travel Perks – Weekly deals on flights, hotels, cruises, and car rentals.
???? Career Growth & Learning – Access to global tuition assistance & 20,000+ courses on our learning platform.
???? Diversity & Inclusion – Join global Inclusion Groups to discuss challenges, drive awareness, and create impact.
???? Well-being Support – Resources for mental & emotional health for you and your family.

Equal Opportunity Employer

American Express GBT is an equal opportunity employer. We do not discriminate based on age, gender, race, religion, disability, or any other protected characteristic.

???? We are committed to providing reasonable accommodations to qualified individuals with disabilities. If you need an accommodation during the hiring process, please inform your recruiter.

???? Not sure if you meet every requirement? If you're passionate about travel technology and believe you'd be a great fit, we encourage you to apply anyway!

???? Apply now and be a part of our mission to redefine travel technology at Amex GBT! ????

4o