Job Title
External Job Title: Global Expert Team Analyst
Position type: Customer Support
Location: Bogota
Job ID: R36516
Job family: Help Desk
About Your Business Area/Department:
The Global Expert Team (GET) is the 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions.
Summary of the role:
The Global Expert Team (GET) Analyst acts as 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions. The Amadeus GET analyst is involved in providing 2nd level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting and diagnostics. The incumbent is specifically responsible for recovering incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided.
The Global Expert Team support group provides dedicated support to the Travel Agency customer sector. The team supports Travel Agency products and solutions on a 24/7 operation.
In this role you’ll:
Customer Relationship:
Respond to Amadeus customers’ questions concerning Amadeus Products and Solutions (research and validate the application and technical issues) to aid customers in understanding product functionality and outputs, ensuring the highest customer satisfaction.
Acknowledge, investigate, and conduct logical analysis of complex issues, when possible through recovering incidents using knowledge solutions to restore service as quickly as possible within the service levels.
Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world.
Technical Expertise:
Functional, technical and product expert that allows for the acknowledgement, investigation and when possible, recovery of all incoming incidents within contractual SLAs.
Considered subject matter expert on customer technical set-up and products
Develop a thorough understanding of the products in order to respond to customer queries and investigate issues.
Analyze complex system logs in different standard format of structured information (Edifact, XML, JSON) (all the necessary trainings will be provided)
Create or improve customer specific knowledge and processes
Recognize repetitive customer issues and known errors to facilitate faster recovery."
Collaboration/Escalation:
Escalate incidents outside the scope of team competencies. Work collaboratively in a team environment with account managers, product managers, implementation, and development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues/service requests.
Liaise with members of CMO tams and commercial teams in order to ensure positive end-to-end support of customer
Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world."
About the ideal candidate:
Education
College/University degree, Technical School diploma, or equivalent combination of education and relevant professional experience.
Relevant work experience
Minimum 2 years of experience in the travel industry (GDS, Airlines, Travel Agencies, Hotels, Rental Cars, or related travel technology products and services), ideally combined with technical support and troubleshooting responsibilities. Candidates without travel industry experience must have a strong background in technical support, troubleshooting complex technical issues, and customer-facing support environments.
Advanced English proficiency (written and verbal) with the ability to communicate effectively with customers, stakeholders, and cross-functional teams in a professional business environment.
What we can offer you:
Financial stability
Employment under Costa Rican labor legislation
Professional trainings and development
Health insurance
Inspiring and dynamically changing environment
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.
Be aware of recruitment scams
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.
Skills Required
- College/University degree, Technical School diploma, or equivalent experience
- Minimum 2 years experience in the travel industry (GDS, Airlines, Travel Agencies, Hotels, Rental Cars) or equivalent technical support experience
- Experience in technical support / 2nd level service desk troubleshooting of complex issues
- Advanced English proficiency (written and verbal)
- Customer-facing support experience and ability to provide timely status updates
- Ability to work within a 24/7 support operation and collaborate across global teams
- Experience analyzing system logs and structured message formats (EDIFACT, XML, JSON)
- Familiarity with Amadeus products and travel technology ecosystems (GDS) or willingness to train
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.
