Job Title
Job Title: Customer Support Representative
Position type: Permanent
Location: San Jose, Costa Rica
Job ID: R35266
Job family: Help Desk
Summary of the Role:
You will serve as the entry point into the Hospitality Technical Support organization, providing the selected candidate with an opportunity to further develop technical, computer, and customer service skills while delivering first-line help desk support for customer technical inquiries.
You will work closely with customers who utilize our industry-leading hospitality solutions, helping them resolve inquiries and issues in a timely manner. This role supports increased adoption of our products and solutions while minimizing operational disruptions for customers using our systems to manage their business operations.
In This Role, You Will:
Learn, understand, and promote self-service tools.
Meet and/or exceed established Key Performance Indicators (KPIs), including case closure rates, quality assurance, customer satisfaction, among others.
Apply technical support best practices.
Adapt and interact productively with clients via phone, email, and chat.
Define problems using product knowledge to establish facts and draw conclusions.
Accurately track and document customer inquiries throughout their lifecycle using Salesforce cases.
Document all details, interactions, research, and troubleshooting steps within the case.
Perform daily follow-ups to drive case resolution and ensure customer satisfaction.
Provide detailed guidance and support to clients.
Convey important information through concise, clear, and effective written and verbal communication.
Resolve customer issues in a timely manner while maintaining a customer-focused attitude.
Quickly identify the impact of reported issues (e.g., determine whether escalation is required or if leadership involvement is needed).
Seek known resolutions through the Knowledge Base and, when unavailable, develop and document new resolutions.
Tasks:
Troubleshoot data discrepancies between systems.
Trace data transfers between systems and databases to identify the root cause of issues and determine appropriate resolutions.
Provide access to different programs and systems.
Troubleshoot devices, particularly browser compatibility issues.
Troubleshoot specific system errors.
About the Ideal Candidate:
Education:
Bachelor’s Degree preferred.
Relevant Work Experience:
Minimum of 1 year of experience within a technical help desk environment.
Strong technical aptitude, including experience supporting software products or related technical training and/or experience.
Strong analytical thinking skills.
Strong verbal and written communication skills.
Business Understanding:
General knowledge of the Hospitality or Travel industry.
Skills:
Computing: Microsoft operating systems, networking, Salesforce, and related technologies.
Languages: Proficient in English; additional languages are a plus.
Specific Knowledge: Hospitality industry knowledge preferred.
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.
Skills Required
- Bachelor's Degree preferred
- Minimum of 1 year of experience within a technical help desk environment
- Strong technical aptitude, including experience supporting software products
- Strong analytical thinking skills
- Strong verbal and written communication 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.
