Customer Support Analyst

Job Title

Customer Support Analyst

Job Title

Customer Support Analyst

Title: Customer Support Analyst
Position type: Permanent

Location: San Jose, Costa Rica Job ID: Job family: Customer Support Analyst

Summary of the role:

The Customer Support Analyst team are subject matter experts on our industry leading hospitality solutions who provide advanced level of support to customers and front-line support team members.

In this role you’ll:

· Provide efficient and prompt customer service, technical support, and follow-up on customer requests, in adherence with Customer Support case and phone handling policies and procedures.

· Identify issues and source the necessary information to perform analysis and conduct investigations on cases to identify root and causes.

· Provide escalation support to internal and external customers as assigned.

· Actively contribute to identifying problems and opportunities for application and process improvement.

· Collaborate with Escalation Specialist and align with other verticals to support customer situations.

· Develop and maintain advanced user and technical skills on targeted Amadeus Hospitality products and related tools, as well as a functional knowledge of the hotel industry.

· Participate in the development and advancement of targeted Amadeus Hospitality products, including process documents, as well as participating in user acceptance testing to validate functionality and client/support accuracy.

· Ensure efficient and qualitative case handling by following the defined support pro-cess and tools.

· Work in line with, and in support of, existing help desk processes and defined service levels.

· Work effectively within and across departmental teams and peer groups, developing and maintaining collaborative partnerships, including responsibility to document and transfer cases to Tier 3 and/or Level 2/3 technical teams for advanced investigation.

Common accountabilities:

· Receives instruction, guidance, and direction from senior-level roles or managers and performs moderately complex and varied tasks with a moderate level 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 (func-tionality, 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:

Education: Tertiary qualifications (or equivalent) in a relevant discipline from a college of University.

Relevant Work Experience: Minimum 3 years of experience within a customer service/help desk environment, supporting software products or related technical training/experience as well as hospitality experience is required.

· Business Understanding:

- Hospitality industry knowledge.

- Equal amount of technical experience and customer service experience.

- Strong customer service, problem solving, time management and team building skills are essential.

- Analytical thinking.

- Exceptional verbal and written communication skills.

- Highly motivated with demonstrated ability to work in both a team environment and independently.

· Skills:

- Computing: High level of computer technical aptitude, Microsoft operating sys-tems, networks, and Salesforce.

- Language Skills: Proficient in English.

- Specific Knowledge: Hospitality industry knowledge is required.

Application process:

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

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