Job Title
Summary of the role:
You will be the entry point into the Hospitality Technical Support organization which is intended to afford the right candidate an opportunity to build on Technical computer and customer service skills while providing first line help desk support for technical customer inquiries.
You will work hand in hand with our customers who are utilizing our industry, leading hospitality solutions by helping them resolve inquiries and issues in a timely manner thus driving further adoption of our products/solutions while also reducing disruption to our customers while they use our products/solutions to run their business.
In this role you’ll:
Learn, understand, and promote self-service tools.
Meet and\or exceeds established Key Performance Indicators – case closure rates, quality assurance, customer satisfaction, among others.
Application for best practice technical support skills.
The ability to adapt and productively interact with clients via, phone, email, and chat.
Define problems by using product knowledge to establish facts and draw conclusions.
Accurate tracking and documentation throughout the lifecycle of each customer inquiry using Salesforce cases.
Document all details and subsequent interactions, research, etc. in the case.
Daily follow up to see through with case resolution and ensure customer satisfaction.
Providing guidance with details to the client.
Convey important messages through concise, precise, and effective written and verbal communication.
Resolve customer issues in a timely manner, and with a customer focused attitude
Quickly identify the impact of the reported issue (Can I perform the task? Do I need to escalate to the following tier? Do I need to advise my supervisor? etc).
Seek known resolution from Knowledge Base, and if not available, develop and document resolution.
Tasks:
Troubleshoot data discrepancies between systems.
Ability to trace data transfer between different systems and databases to determine where the issue lies and determine how to resolve the discrepancy.
Provide access to different programs/systems
Troubleshoot Devises, especially browser compatibility issues
Troubleshoot specific system errors
About the ideal candidate:
Education: Bachelor’s Degree
Relevant Work Experience:
Minimum of 1 year experience within a technical help desk environment.
Technical Aptitude. Experience supporting software products or related technical training and/or experience.
Analytical thinking.
Strong verbal and written communication skills.
Business Understanding:
General knowledge of the Hospitality or Travel industry
Skills:
Computing: Microsoft operating systems, networks, Salesforce.
Languages: Proficient in English with additional language a plus.
Specific Knowledge: Hospitality industry knowledge.
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.
Top Skills
What We Do
Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travelers to the journeys they want, linking them via travel agents, search engines and tour operators to airlines, airports, hotels, cars and railways.
Technology has always been critical to developing global travel, increasing scale, choice and access. We have developed our technology in partnership with the travel industry for 30 years.
We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, and critical systems our customers need.
