Customer Support Representative

Job Title

Customer Support Representative

Purpose of the role

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality’s award winning Customer Support team offers first line support to its global customer base in the hospitality industry. The first priority of the Customer Support team is to help every customer be more successful in using our products. 

The role of the Customer Support Representative is typically the entry point into the Customer Support organization and is intended to afford the right candidate an opportunity to build on basic computer and customer service skills while providing first line call-center support for basic customer inquiries.  The Customer Support  Representative works closely 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

Support Duties

• Serve as Amadeus Hospitality customers’ first level of support via all incoming channels (phone, portal, email, etc.); initially for a specific product/product line with additional products trained as competency increases.  
• Identify relevant resolution and communicate to clients and peers; distinguish between problem symptoms, and problem cause.
• Ensure that a problem is resolved with tenacity using all means and tools at your disposal. 
• Clearly and effectively document all issues in our CRM; including all troubleshooting steps, each customer interaction/dialog and other salient details.
• Ensure a high first contact resolution rate and fast problem solving due to own experience and effective use of the knowledgebase.
  
  

Customer Service Excellence

• Maintain the highest level of client satisfaction.
• Quickly understand customer needs and impact. Service customer in a fast and efficient manner and apply workarounds if final solution cannot be applied in a short time. 
• Keep team members, management, clients and Amadeus personnel informed of client issues as needed. 
• Raise unresolved issues to Team Leads for technical guidance; identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnostic data).  
• Raise internal/external escalations in accordance with established escalation procedures. 
  
  

Operational Efficiency

• Maintain technical knowledge of all Amadeus Hospitality products you support.
• Ensure efficient and qualitative case handling by following the defined support process and tools.
• Work in line with, and in support of, existing help desk processes and defined service levels.
  
  

About The Ideal Candidate

• Tertiary qualifications (or equivalent) in a relevant discipline from a college of University.
• Experience in Technical Support within a call center/help desk environment desired.
• Experience supporting Hotel software products or related experience is an advantage. 
• Analytical thinking. 
• Strong verbal and written communication skills.
• General knowledge of the Amadeus Hospitality desired 
• Basic understanding of Amadeus’ Hospitality offering
• Knows current policies, practices and trends affecting own area
• Understands principles of the industry in which we operate 
  
  

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.