Customer Support Associate (24/7)

Customer Support Associate (24/7)

As a Customer Support Associate, this role is responsible for providing first-line technical support to our customers at any time of day or night. Operating in shifts as part of a 24/7 support model, the Helpdesk ensures that incidents and service requests are logged, prioritized, and resolved or escalated in a timely and professional manner.

Key Responsibilities

• You will play a crucial role in providing top-tier technical support to our clients. You'll be working in shifts to ensure 24/7 coverage;
• Active Monitoring: Proactively monitoring IT systems and networks to identify and resolve potential issues before they impact operations;
• Technical Support: Assisting clients with technical inquiries, troubleshooting hardware and software issues, and providing timely resolutions;
• Ticket Management: Accurately documenting and managing service requests and incidents using our ticketing system;
• Customer Service: Delivering exceptional customer service and maintaining a positive client experience throughout all interactions;
• Collaboration: Collaborating with cross-functional teams to escalate and resolve complex issues.

About the Ideal Candidate

• Prior experience in a Service Desk or IT support role;
• Knowledge of hardware, software, and network systems;
• Excellent problem-solving and communication skills;
• Ability to work effectively in a fast-paced, shift-based environment;
• A passion for delivering exceptional customer service;
• Availability to work at the office and to cover 24/7 rotation shifts;
• Good level of English.

What We Can Offer You:

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 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 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.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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.