Job Title
Customer Support Associate (L2)ABOUT THE ROLE:
We are seeking a committed and experienced 2nd Level Customer Support Specialist to be a part of our Global Expert Team (GET) to support Airlines and Travel Agency customers using Amadeus Products & Solutions.
In this role, you will be responsible for addressing functional and technical incidents and requests or escalating them to the appropriate resolver groups within Amadeus or to third parties involved in the service provided.
Main Roles and Responsibilities:
- Specific Accountabilities:
Respond to Amadeus customers' questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components).
Acknowledge, investigate, and when possible, address incidents within service levels using knowledge solutions.
Log all customer questions and issues into the problem tracking system tool and assist 3rd level groups with investigation and identifying root cause of problem.
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 the Knowledge Solutions database.
- Common Accountabilities:
Work independently and collaboratively within defined processes and procedures or methodologies, making informed decisions and supporting the development of solutions to various challenges.
Receive mentorship and support from more senior level roles or managers, with regular monitoring on the status of assignments.
Possess relevant education or equivalent work experience, along with the required technical and functional skills and basic knowledge of the business.
Maintain an up-to-date knowledge of operational standards, help desk methodologies, technical trends, and innovations in the industry.
Relevant Work Experience:
Proven experience in a Technical support role, preferably in the travel industry.
Flexibility to work in shifts (morning and evening) and weekends.
Proven tracking records of good customer satisfaction scores and timely delivery of results.
Good communication and interpersonal skills.
Familiarity with Amadeus systems and services is a plus.
Ability to work in a team-oriented environment.
What we can offer you ?
🎯 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.