Customer Support Analyst

Customer Support Analyst

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. This is a hybrid role and would require you to be in our San Jose, Costa Rica office 2-3 days a week.

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 process 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 (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:

• Education: University Degree and/or equivalent work experience
• 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.
• Troubleshooting and investigative experience
• Strong customer service, problem solving, time management and team building skills are essential.
• Analytical thinking.
• Highly motivated with demonstrated ability to work in both a team environment and independently.

Skills:

• Computing: High level of computer technical aptitude, Microsoft operating systems, networks, and Salesforce.
• Language Skills: - Exceptional verbal and written and verbal communication skills.
• Specific Knowledge: Hospitality industry knowledge is required.
• Ability to work a hybrid work model. The role is located in the San Jose, Costa Rica Office.

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.

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 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.

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.