Customer Support Analyst

Job Title

Customer Support Analyst

In this role, you'll:

Work within defined processes or methodologies and may help determine the appropriate approach for new assignments. Take a broad perspective on problems and identify new, less obvious solutions.

• Learn, understand, and promote self-service tools.

• Application of best practice technical support skills.

• Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.

• Define problems by using product knowledge to establish facts and draw conclusions.

• Meet and/or exceed established Key Performance Indicators.

Respond to Amadeus customer's questions via phone, chat, and email concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components).

• Convey important messages through concise, precise, and effective written and verbal communication.

• Ability to adapt and productively interact with clients via phone, email, and chat.

Accurate tracking and documentation throughout the lifecycle of each customer inquiry.

• Document all details and subsequent interactions, research, etc. in the case.

• Daily follow-up to see through with case resolution and ensure customer satisfaction.

Common accountabilities:
- Receives instruction, guidance, and direction from more senior-level roles or managers, and performs moderately complex and varied tasks with a moderate degree of supervision.

- May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business.

Specific accountabilities:
Respond to customer's questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
Escalate incidents outside the scope of team competencies to 3rd-level resolver groups within Amadeus or external service providers and follow-up.
Provide Amadeus customers with updates on the status of critical problems.
Suggest improvements to the Knowledge Solutions database.

About the ideal candidate:

Relevant Work Experience: 

Minimum of 1 year experience within a technical help desk environment.

Technical Aptitude. Experience supporting software products or related technical training and/or experience.

Analytical thinking.

Strong verbal and written communication skills.

Business Understanding: 

General knowledge of the Hospitality or Travel industry

Skills: 

Computing: Microsoft operating systems, networks, Salesforce.             

Languages: English Proficient.

Specific Knowledge: Hospitality industry knowledge.

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits. 

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process: 

The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV and apply today!

Working at Amadeus, you will find

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

🌎 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

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