Customer Support Analyst

Customer Support Analyst

Position type: Permanent, Hybrid Working Model

Location: Costa Rica, San Jose

About Your Business Area/Department:

Name of the Department: Hospitality - Sales and Catering

We provide technical support to hotels that use our Amadeus Sales and Catering products, including Delphi, MeetingBroker, and Diagramming. Our primary contacts are Sales Managers, Directors of Sales (DOS), Event Planners, and General Managers. Using Salesforce as our ticketing system, we handle a variety of issues categorized into user access (password resets, MFA, new users), technical issues (error messages, setup/configuration), and general inquiries ("how-to" questions). We support our customers across multiple channels: phone, email, and chat. To manage this workload, each Analyst is allocated 2 hours of dedicated casework per day to focus on email cases, while the rest of their shift is spent available on the phones to receive live calls and chats.

Summary of the role:

As a Customer Support Analyst, you will be responsible for providing first-line technical support to our customers via email, chat and phone. The Helpdesk ensures that incidents and service requests are logged, prioritized, and resolved or escalated in a timely and professional manner.

You will play a crucial role in delivering top-tier technical support to our clients. This is a hybrid position and would require you to be in the San Jose, Costa Rica office 2-3 days a week.

In this role you'll:

• Technical Support: Assist clients with technical inquiries, troubleshoot software issues, and provide timely resolutions.
• Ticket Management: Accurately document and manage service requests and incidents using our ticketing system.
• Customer Service: Deliver exceptional customer service and maintain a positive client experience throughout all interactions.
• Collaboration: Work closely with cross-functional teams to escalate and resolve complex issues

About the ideal candidate:

• Previous experience in a technical support role is required
• Minimum of 1 year of relevant work experience in a contact center environment
• English Level C1 (advanced)
• Availability to work in a hybrid model
• Excellent problem-solving and communication skills

• Experience with Salesforce
• Familiarity with the hospitality industry

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.
• Work from anywhere: onsite, hybrid or fully remote.
• 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.

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 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 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.