Customer Support Specialist- Global Expert Team

Job Title

Customer Support Specialist- Global Expert Team

Summary of the role:

The Customer Support Specialist recover technical incidents or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided.

Main Responsibilities:

• Incident Management: Acknowledge, investigate, and recover incoming incidents within contractual SLAs. Escalate complex issues to 3rd level resolver groups or third-party providers.

• Subject Matter Expertise: Serve as a functional, technical, and product expert, particularly on customer technical setups and products. Proactively monitor customer bookability to resolve complex issues.

• Knowledge Creation: Develop and improve customer-specific knowledge and processes. Recognize repetitive issues and known errors to facilitate faster recovery.

• Log Analysis: Analyze complex system logs in various formats (Edifact, XML, JSON) with provided training.

• Team Collaboration: Work within the Global Expert team, focusing on key customer support. Ensure peers understand customer-specific requirements and maintain response quality standards.

About the ideal candidate:

• Proven significant previous experience in travel industry (airlines / travel agencies)

• Familiar with NDC product

• Fluency in English is required

• Has experience in handling functional and technical incidents and requests

• Has experience in handling customers questions and concerns

• Has experience in investigating and recovering of incidents

• Working knowledge on Amadeus Products would be beneficial.

• Familiarity with reservations, ticketing, cancellations, resolving complaints, refunds, flight issues and delays, etc.

• Strong customer service, problem solving, communication, and analytical skills

What we can offer you

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.

• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

• 🌟 A flexible hybrid working model - We want our employees to do their best work, however it works best for them (50% from home / 50% from office)

• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.