Job Overview

Job Title: Product Support Specialist

Company: Amex GBT
Location: Gurugram, Haryana
Employment Type: Full-time

About Us

Amex GBT is a place where colleagues find inspiration in travel as a force for good. We offer an inclusive and collaborative culture where your voice is valued. If you're ready to explore a career path, start your journey with us today!

Job Overview

As a Product Support Specialist, you will support Client Management and customers by resolving technology-related queries specific to PTA product deployment, implementations, and escalations. Your role will involve assisting with online booking tools, troubleshooting technical issues, and collaborating with multiple teams to enhance customer experience.

Key Responsibilities

Case Management

✔ Provide 2nd-level product support for product breakdowns, defects, or customer change requests.
✔ Troubleshoot issues thoroughly before escalating to 3rd Level, Internal Partner Teams, or Vendors.
✔ Ensure timely issue triage, escalation, and resolution while adhering to SLA agreements.
✔ Test product solutions and new releases before implementation.
✔ Communicate product outages and enhancements to clients and internal teams.

Documentation & Support

✔ Create and update product FAQs, manuals, test plans, and user guides.
✔ Maintain product support documentation in collaboration with Vendor Product Support & Product Managers.
✔ Provide technical consultation on travel industry tools and technologies.

Collaboration & Stakeholder Management

✔ Work closely with OBT Vendors, Airlines, Hotels, Car Rental Partners, and GDS Partners.
✔ Engage with Product Managers, Client Management Teams, and L1 Support Teams for effective issue resolution.
✔ Define requirements and escalate challenges as necessary.

Requirements

Technical & Industry Knowledge

✔ Minimum 5 years’ experience in the travel industry (preferably business/corporate travel operations).
✔ Extensive knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus).
✔ Understanding of web technologies, scripting, profiles, mid-office systems, and online booking tools (KDS, AeTM, Concur, GetThere).
✔ Experience in product testing and quality assurance.
✔ Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.

Soft Skills

✔ Strong communication, business writing, and client servicing skills.
✔ Ability to prioritize, manage time effectively, and make decisions under pressure.
✔ Must be adaptable, motivated, and flexible to work in shifts when required.
✔ Strong negotiation and influencing skills.
✔ Willingness to work in a 24x7 environment.

Why Join Us?

???? Work-Life Balance: Flexible benefits tailored to your needs.
???? Travel Perks: Exclusive travel deals on flights, hotels, cruises, and car rentals.
???? Career Growth: Access to over 20,000 learning courses, leadership programs, and internal job opportunities.
???? Diversity & Inclusion: Engage with global Inclusion Groups to drive company awareness and action.
???? Well-being Support: Resources for mental and emotional health for you and your immediate family.

Equal Opportunity Employer

Amex GBT is committed to diversity, equity, and inclusion. All applicants receive equal consideration regardless of age, gender, race, religion, disability, or any other protected category. We also provide reasonable accommodations for individuals with disabilities—let us know if you need support during the hiring process.

Ready to Apply?

If you’re passionate about our mission and think you’d be a great fit, don’t worry about checking every box—apply anyway! We may be looking for someone just like you.

???? Work Location: In-person (Gurugram, Haryana)

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