Job Description
Case Management
- 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
Core Responsibility 2:
Maintain Product Support Documentation
- 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 Core Responsibility 3: