Customer Support Analyst

Customer Support Analyst

Recover functional and technical Incidents and Requests or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided such Affiliations, Web troubleshooting and grant access

Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)

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

Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.

Provide Amadeus customers with updates on the status of critical problems.

Suggest improvements to Knowledge Solutions database.

In this role, you will be responsible for handling phone calls, chats, and web cases while providing timely and professional customer support. You will work autonomously within established processes, procedures, and methodologies, making standard decisions and contributing to the resolution of recurring complex issues.

The role also involves receiving guidance and direction from senior team members or management, with regular follow-up and monitoring regarding assignments and overall performance.

Demonstrate a strong level of English communication skills, both written and verbal, along with the ability to multitask and work collaboratively within a team environment.

The candidate should be analytical, capable of working with multiple tools and systems simultaneously, and able to perform effectively under pressure, especially during periods of increased volume. Professionalism in customer communications, particularly when handling emails and interactions with high-level clients, is essential.

Additionally, the ideal candidate should be proactive in raising concerns, reporting issues, or communicating when something is not working properly, while maintaining a solution-oriented mindset and strong sense of accountability

Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurance 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.

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.

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.