Product Support Analyst
English
₹15000/MONTH
1 Year
Bachelor's (Preferred)
Work From Office
Date Posted
13-Jul-2026
Location
Haryana (HR), 1
Job Type
Full Time
Company
American Express
Description
Job Title: Product Support Analyst – OBT (Online Booking Tools)
Company: American Express Global Business Travel (Amex GBT)
Job Type: Full-time
Location: Gurugram, Haryana
About Amex GBT
At Amex GBT, we empower travel to be a force for good. Our inclusive and collaborative environment encourages innovation, growth, and meaningful impact. We value every voice and support each colleague's career journey.
Role Overview
This role focuses on supporting client management and customer queries related to technology and product deployment—specifically around the PTA product and Online Booking Tool (OBT) technologies. You will be the key liaison for implementation, issue resolution, and consultation on technology tools used within the corporate travel program.
Key Responsibilities
Case Management & Technical Support
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Provide second-level support for OBT products, including issue resolution and customer change requests.
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Perform thorough issue triage, test solutions, and escalate as needed to vendors or internal tech teams.
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Ensure SLA adherence and communicate outages or enhancements to clients and internal stakeholders.
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Serve as the SME (Subject Matter Expert) on OBT tools and travel industry practices.
Documentation & Process Improvement
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Maintain up-to-date product documentation, FAQs, manuals, and test plans.
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Collaborate with product managers and vendors to keep materials current.
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Contribute to process enhancements and knowledge sharing across teams.
Cross-Functional Interaction
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Work closely with L1 teams, product managers, and client management to define and document requirements.
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Escalate and resolve technical or process issues with relevant teams.
Key Contacts
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OBT Vendors
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GDS Partners (e.g., Sabre, Amadeus, Galileo, Apollo)
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Airline, hotel, and car rental partners
What We’re Looking For
Required Skills & Experience:
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5+ years of experience in the travel industry, with strong knowledge of corporate travel operations
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Deep expertise in GDS platforms such as Sabre, Apollo, Galileo, and Amadeus
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Strong knowledge of OBT tools like KDS, AeTM (eTravel), Concur, GetThere
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Comfortable with web technologies, desktop scripting, profiles, and mid-office systems
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Experience in product testing and quality assurance
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Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint)
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Strong analytical, prioritization, and decision-making skills
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Excellent written and verbal communication skills in English
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Ability to work in a 24x7 environment and flexible to work in shifts
Preferred:
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Previous experience supporting global clients and working with cross-functional, international teams
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Understanding of web-based technologies and ability to engage with both technical and non-technical audiences
The #TeamGBT Experience
Perks & Benefits:
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Tailored health, insurance, retirement, and parental leave benefits
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Weekly travel deals across flights, hotels, cruises, and more
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Access to 20,000+ learning courses, leadership development, and internal mobility
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Wellbeing support for you and your immediate family
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Inclusion Groups promoting diversity, equity, and connection
Equal Opportunity & Accessibility
We are an equal opportunity employer and embrace diversity in all forms. We provide reasonable accommodations throughout the hiring process. All applicants will be considered without regard to age, gender, race, religion, disability, or other protected status.
Note: If you're passionate about the role but don't meet every requirement, we still encourage you to apply. You might be exactly who we're looking for!
Would you like help tailoring a resume or cover letter for this role?
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