Global Expert Team Analyst

Global Expert Team Analyst

External Job Title: Global Expert Team Analyst
Position type: Permanent

Location: San Jose – Costa Rica (hybrid)
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:

1. 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.

2. 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.

3. Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.

4. Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world."

Technical Expertise:

1. Functional, technical and product expert that allows for the acknowledgement, investigation and when possible, recovery of all incoming incidents within contractual SLAs. 

2. Considered subject matter expert on customer technical set-up and products

3. Develop a thorough understanding of the products in order to respond to customer queries and investigate issues.

4. Analyze complex system logs in different standard format of structured information (Edifact, XML, JSON) (all the necessary trainings will be provided)

5. Create or improve customer specific knowledge and processes

6. Recognize repetitive customer issues and known errors to facilitate faster recovery."

Collaboration/Escalation:

1. 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.

2. Liaise with members of CMO tams and commercial teams in order to ensure positive end-to-end support of customer

3. 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 or Technical School degree or Minimum 2 years’ experience with GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products and services, airline products and services, IT troubleshooting background and and customer support experience

Relevant work experience

"Minimum 2 years’ experience with GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products and services; troubleshooting of technical issues and account management experience

Previous GET or GST background preferred (internal to Amadeus)

High level of verbal and written communication skills"

Business understanding GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products flow (Amadeus preferred)

Competency

Accountability:

• Focuses on personal contribution and objectives achievement. Eager to do more, quick in action and reliable.

Business Acumen:

• General knowledge of the Amadeus business. Understands how own area relates to the business.

Technical Excellence: 

• Has the functional and technical skills to perform at a high level of accomplishment

Customer Focus:

• Able to understand customers’ needs

Communication:

• Structured and clear written and verbal communication, able to listen to others' ideas

Building relations:

• "Positive and collaborative attitude, willing to relate and work closely with others

Leading self:

• "Self-awareness, self-development and self-motivation

Analytical thinking:

• "Identifies issues, sources the necessary information to perform analysis and draws good reasonable conclusions

Adaptability & Flexibility:

• "Can effectively adapt to different situations and demands

What we can offer you:

• Financial stability
• Employment under Costa Rican labor legislation
• Professional trainings and development
• Health insurance
• Inspiring and dynamically changing environment

Application process: 

• The application process takes a few minutes to complete. You'll need to create your candidate profile in our system and upload your resume. You can also apply using your LinkedIn profile.

• If your profile matches what we’re looking for, one of our recruiters will contact you and organize a short phone interview.
• Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

• The posting of vacancies and the treatment of applications are, in each Amadeus location, subject to national law and possible collective agreements with local staff representation. Internal Mobility policies vary from office to office, please check with your local HR representative the requirements and policy in place. E.g. a minimum time on position or Line Manager approval may be requested.

Diversity & Inclusion