Customer Support Representative (Temporary) – Amadeus

Are you ready for the next step in your career? Then you need to keep reading!

Summary of the role

Are you the Customer Support Representative we’re looking for? Are you a customer focused professional with within the hospitality industry, keen to work with technology? Then you’re the person we’re looking for!

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 1st 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 / Your main responsibilities

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
• Other duties as assigned; additional duties may vary by geographic location and/or business domain

About the ideal candidate

• Tertiary qualifications (or equivalent) in a relevant discipline from a college of University
• Experience within a call center/help desk environment desired
• Experience supporting software products or related technical training/experience desired.
• Analytical thinking.
• Strong verbal and written communication skills.
• General knowledge of the Amadeus business. Understands how own area relates to the business
• Basic understanding of Amadeus’ offering
• Knows current policies, practices and trends affecting own area
• Understands principles of the industry in which we operate
• Microsoft operating systems, networks, Salesforce – desired, but not required
• Proficient in English with additional language requirements based on geographic region
• Hospitality industry knowledge is beneficial
• 
  Fluent in English and French or Italian.

What we can offer you

An extensive range of benefits including:

• You will be part of a multi-cultural team with international scope
• You will benefit from a temporary contract and a competitive employee benefits package such as travel, life and healthcare insurance as well as lunch allowance
• You’ll be joining one of the world’s top software companies to power better journeys
• You will be based in Barcelona Office (Spain)

Application process

The application process takes no longer than 10 minutes! Create your candidate profile, upload your CV and apply. Once we’ve received your application, one of our recruiters may get in touch with you to arrange a telephone interview.

Are you the one we’re looking for? Apply now!

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorization.

Recruitment agencies: Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location. Amadeus is not responsible for any fees related to unsolicited resumes.