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.

What You’ll do on a Typical Day:

• The Support analyst is responsible for providing technical support on online/MI products along with issue resolution, and product maintenance/implementation through a shared or designated support model. Their role involves addressing product-related questions/escalations on Online Booking Tools and/or MI Data/Reporting products. Candidate should possess a thorough knowledge of GDS, online and MI products along with business travel Industry backed with customer service, analytical, and problem-solving skills. Inventory Management, regular follow-ups, and prioritization of customer deliverables are also key requirements of the role.
• Support Analyst will work closely with L1 teams, CGM, and external clients. The role also entails resolving internal/external customer queries received through emails, phone calls, and Salesforce.
• Responsible for providing 2nd-level OBT product support and Level 1 MI Support. These cases could be related to product breakdown/defect or customer changes/maintenance/implementation to meet their travel program.
• Maintain a good understanding of all Amex GBT OBT/Approval/MI products to ensure world-class support for Amex GBT’s OBT/MI 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 2nd or 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
• Support Client Management and customer contacts with technology & product questions specific to EA product deployment, MI product implementations, escalations, and resolution of issues related to technology.
• Responsibilities include, but are not limited to, facilitating travel program technology support, providing assistance with the online booking tools/MI Reporting Tools including maintenance, implementations, or escalations
• Interact with AMEX client management and our customers to provide consultation around technology and tools utilized in the day-to-day travel program. Leverage project management and analytical skills to support multiple programs and projects. Responsibilities:
• Participates in technology consultation with client management and partners with client conversations as applicable
• Consult and partner with sales, client management, and the client to understand technology requirements
• Set up reporting applicable to any technology product used in the travel programs
• Provide ongoing project updates as needed to ensure understanding and timely completion
• Research and resolve escalated issues for OBT, MI Tools, and other products such as PTA and general technology utilized in our AMEX travel programs
• Assists with OBT and product (PTA) implementations specifically related to a client program
• Interface with clients, CGM’s, and all AMEX technology groups that support products and online services for client programs
• Generates creative ideas to ensure products are used effectively
• Gathers and shares best practices across clients and segments
• Uses analytical and creative approach to condense large amounts of information into a clear, concise, effective format
• Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines
• Provides overall Technology Client Program support to the Client's General Manager
• Provides support and engages directly with the Client as needed and oversees the execution of the technology program action plans

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

     

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 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 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 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!