Global Expert Team Analyst

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. This is a hybrid position and would require you to be in the San Jose office 50% of the time.

In this role you’ll:

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

1.     Accountability:

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

and reliable.        

2.     Business Acumen:      

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

business.                                                    

3.     Technical Excellence: 

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

accomplishment                                                 

4.     Customer Focus:        

       Able to understand customers’ needs                                                     

5.     Communication:         

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

ideas                                                     

6.     Building relations:      

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

7.     Leading self:   

       Self-awareness, self-development and self-motivation

8.     Analytical thinking:     

·       Identifies issues, sources the necessary information to perform analysis and draws good

reasonable conclusions

9.     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: 

• Inspiring and dynamically changing environment

• 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.

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.