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    Support Specialist 2 - Boise, United States - Idaho State Job Bank

    Idaho State Job Bank
    Idaho State Job Bank Boise, United States

    2 weeks ago

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    Description


    Support Specialist 2 at American Express Global Business Travel in Boise, Idaho, United States Job Description 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.


    Summary:

    Support Client Management and customer contacts with technology & product questions specific to PTA product deployment, implementations, escalations and resolution of issues related to technology.

    Facilitating travel program technology support, providing assistance with the on-line booking tool including maintenance, implementations or escalations, Interact with AmexGBT client management and our customers to provide consultation around technology and tools used in the day-to-day travel program.

    Leverage project management and analytical skills to support multiple programs and projects.


    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 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.

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

    + Liaise with Vendor Product Support and Product Managers to keep user documents, manuals, test plans, FAQs etc., update as needed.


    What We're Looking For:
    + At least five years' experience in To view full details and how to apply, please login or create a Job Seeker account
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