Product Support Analyst

Full job description
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.

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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