Global Expert Team Analyst

Job Title

Global Expert Team Analyst

External Job Title:  Global Expert Team Analyst
Position type: Permanent

Location:  San Jose – Costa Rica (hybrid)
Job family: Help Desk

About Your Business Area/Department:

The Global Expert Team (GET) is the 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions.

Summary of the role:

"The Global Expert Team (GET) Analyst acts as 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions. The Amadeus GET analyst is involved in providing 2nd level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting and diagnostics. The incumbent is specifically responsible for recovering incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided.

The Global Expert Team support group provides dedicated support to the Travel Agency customer sector. The team supports Travel Agency products and solutions on a 24/7 operation"

           

In this role you’ll:

Customer Relationship:  

1.  Respond to Amadeus customers’ questions concerning Amadeus Products and Solutions (research and validate the application and technical issues) to aid customers in understanding product functionality and outputs, ensuring the highest customer satisfaction.

2.  Acknowledge, investigate, and conduct logical analysis of complex issues, when possible through recovering incidents using knowledge solutions to restore service as quickly as possible within the service levels.

3.  Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.

4.  Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world."                                      

Technical Expertise:

1.  Functional, technical and product expert that allows for the acknowledgement, investigation and when possible, recovery of all incoming incidents within contractual SLAs. 

2.  Considered subject matter expert on customer technical set-up and products

3. Develop a thorough understanding of the products in order to respond to customer queries and investigate issues.    

4. Analyze complex system logs in different standard format of structured information (Edifact, XML, JSON) (all the necessary trainings will be provided)

5.  Create or improve customer specific knowledge and processes

6.  Recognize repetitive customer issues and known errors to facilitate faster recovery."          

                                     

Collaboration/Escalation:

1.  Escalate incidents outside the scope of team competencies. Work collaboratively in a team environment with account managers, product managers, implementation, and development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues/service requests.

2.   Liaise with members of CMO tams and commercial teams  in order to ensure positive end-to-end support of customer

3.  Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world."              

About the ideal candidate:
 

Education                                   

College/University Degree or Technical School degree or Minimum 2 years’ experience with GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products  and services, airline products and services, IT troubleshooting background and  and customer support experience                                                                                                 

Relevant work experience                                                                

"Minimum 2 years’ experience with GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products and services; troubleshooting of technical issues and account management experience

Previous GET or GST background preferred (internal to Amadeus)

High level of verbal and written communication skills"                                 

Business understanding                                                GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products flow (Amadeus preferred)     

Competency

Accountability:

• Focuses on pe