Support Specialist-2

7 months ago

British Columbia, Canada American Express Global Business Travel Full time

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.

Summary:
Support Client Management and customer contacts with technology & product questions specific to PTA product deployment, implementations, escalations and resolution of issues related to technology. Facilitating travel program technology support, providing assistance with the on-line booking tool including maintenance, implementations or escalations, Interact with AmexGBT client management and our customers to provide consultation around technology and tools used in the day-to-day travel program. Leverage project management and analytical skills to support multiple programs and projects.

**Responsibilities**:

- Responsible for providing 2nd level product support. These cases could be relating 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 to AEGBT’s OBT product.
- Provide Issue triage, escalation and resolution to include: Troubleshoot issues thoroughly by understanding the impact of solution before providing the resolution. Provide complete case research conducted prior to escalating the case to 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.
- 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.
- 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., update as needed.
- Define requirements and documents accordingly.
- Provide requirements to other teams as necessary.
- Resolve or escalate challenges when arise.

**Experience**:

- Ability to work with Global teams.
- At least five years’ experience in the travel industry with extensive experience of business/corporate travel operational reservation work flow procedures.
- Minimum 3 years knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus).
- Should be open to work in shifts when required.
- 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.
- Understanding of web technologies.
- Good understanding of desktop scripting, profile, mid-office and online booking tools such as Neo, Deem Concur, and GetThere.
- Conversant in Web-based technology with technical and non-technical audience.
- Experience in product testing and quality assurance.

Location

Canada - British Columbia - Virtual

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.-
- 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

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult

GBT Recruitment Privacy Statement

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