Technical Support specialist-1

Technical Support Specialist - 1

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.

Amex GBT is moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers.

Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations.

What You’ll Do :

• 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 enhancements.
• 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.
Key Contacts :
• OBT Vendors
• OBT Vendors
• Airline, Hotel / Car Partners
• GDS Partners

What We’re Looking For :

• Ability to work with Global teams.
• At least five years’ experience in the travel industry with extensive experience of business / corporate travel operational reservation workflow procedures.
• Minimum 3 years knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus).
• Proficient in Microsoft applications; Outlook, Word, Excel, and PowerPoint.
• A proven background in client servicing.
• Excellent business writing skills, to ensure documentation is written in a clear and concise manner.
• 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

The #TeamGBT Experience :

• Flexible benefits : 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.
• Develop the skills you want : when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• 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!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process.

For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about checking every box;

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