Product Support Analyst-1

at American Express Global Business Travel in Boise, Idaho, United States

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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Overview:

The Product Support Analyst will be responsible for providing support for AMEX GBT Online Booking Tools to external and internal clients in relation to American Express Global Business Travel products and processes. Responsibilities include, but are not limited to, aiding with the product including maintenance, break/fix or escalations, interact with AMEX GBT client management and our customers to provide consultation around technology and functionality. Leverage project management and analytical skills to support multiple programs and projects. Flexibility with scheduling is a must as this position is being filled to cover West Coast Business hours which end at 6:00pm PT Monday - Friday.

Core Responsibility 1: Case Management

+ 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/ supported products to ensure world-class care 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.

+ Provide subject matter expertise on travel industry practices and underlying industry technologies.

+ 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.

Core Responsibility 2: Maintain Product Support Documentation

+ Create or modify product FAQ/instruction manual as necessary; this may include different versions or customized offerings of a product.