Product Support Analyst

Projects Overview

Date Posted: 02-Jul-2026
Job Type: Full Time
Job Exp: 1 Year
Salary: ₹20000 /
Location: Gurugram
Education Req: graduation

Job description

Job Details

Job Type: Full-time
Location: Gurugram, Haryana

Full Job Description

At Amex GBT, we empower our employees to find purpose in travel as a force for good. Through their work, they can make a meaningful impact on the industry. We are dedicated to fostering success by creating an inclusive and collaborative culture where every voice is valued.

If you’re ready to explore a fulfilling career path, start your journey with us.

Role Overview

Support client management and customer contacts by addressing technology and product-related queries specific to PTA product deployment, implementation, and escalation. Assist with travel program technology support, particularly online booking tools, and collaborate with Amex GBT client management teams and customers to provide consulting on tools essential for daily travel programs. Leverage project management and analytical skills to oversee multiple programs and projects.

Key Responsibilities

Case Management:

Provide second-level product support for issues related to product breakdowns, defects, or customer changes to meet travel program requirements.
Maintain comprehensive knowledge of AEGBT OBT (Online Booking Tools) and Approval products to ensure superior service.
Troubleshoot and resolve issues thoroughly, understanding the impact of solutions before implementation.
Conduct full case research before escalating to third-level teams, internal partners, or vendor/technology partners.
Test solutions and new product releases to identify potential gaps before client access.
Adhere to SLA agreements for issue resolution.
Communicate with clients about outages or updates.

Documentation:

Create and update product FAQs, manuals, and other supporting documents.
Collaborate with vendor product support teams and product managers to maintain up-to-date client documentation and test plans.

Collaboration:

Partner with the Product Manager, L1 Team, and Client Management team to define requirements and address challenges.
Provide detailed documentation and escalate issues when necessary.

Key Contacts

OBT Vendors
Airline, Hotel, and Car Partners
GDS Partners

Requirements

Experience:

At least 5 years of experience in the travel industry, with a strong background in business/corporate travel operational workflows.
5+ years of GDS system knowledge (Sabre, Apollo, Galileo, Amadeus).
Proven experience in customer servicing.

Skills:

Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
Excellent business writing skills to ensure clear and concise documentation.
Strong prioritization, time management, and decision-making abilities.
Ability to collaborate with global teams and work in a 24/7 environment as required.
In-depth understanding of web technologies, desktop scripting, profiles, mid-office, and online booking tools like KDS, AeTM, Concur, and GetThere.
Familiarity with product testing and quality assurance processes.

Other Skills:

Fluent in both technical and non-technical communication.
Motivated, adaptable, and customer-focused.

Benefits of Working at Amex GBT

Flexible Benefits: Tailored to your country, starting from day one. Includes health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
Travel Perks: Weekly deals from major travel providers on flights, hotels, cruises, and car rentals.
Professional Development: Access over 20,000 courses through our learning platform, leadership training, and internal career growth opportunities.
Diversity, Equity, and Inclusion (DEI): Join global inclusion groups to connect with colleagues around shared identities or initiatives.
Well-being Resources: Mental and emotional health support for you and your family.
And much more!

Equal Opportunity

Amex GBT is an equal opportunity employer. We consider all qualified applicants regardless of age, gender, gender identity, pregnancy, race, religion, disability, or other legally protected categories.

If you require reasonable accommodations due to a disability during the hiring process, please notify your recruiter.

Not Meeting Every Requirement?

If you’re passionate about our mission and believe you’d be a great fit, don’t hesitate to apply! We value diverse perspectives and skills and might be looking for someone just like you.