Customer Support Representative

Descripción del puesto:

Job TitleCustomer Support Representative
Amadeus Airport IT solutions are a complete suite of next generation IT services, from terminal and ramp operations to flight management and passenger processing. The portfolio is based on solid technology foundations including software-as-a-service.

You will discover the hidden face of an airport, the huge complexity to handle ground operations when thousands of persons are simultaneously handled through complex processes, and the resulting challenges for our solutions.
The role of the Amadeus Customer Service (ACS) Airport IT department is to design and develop innovative support concepts and learning content for our customers. This is a hybrid role and would require you to be in our San Jose office 50% of the time.

Summary of the role:

The successful candidate is a skilled customer support specialist. As part of the Airport Support Centre (ASC) team you are going to develop and apply Amadeus customer support best practices and will be responsible for resolving and managing Propworks (an Airport IT product that is used for Contract and Billing and Revenue Consolidation interfacing with major financial systems and airport operational databases) incidents by connecting internal departments and the customer. You will be working on the second support level in a global follow-the-sun team.

In this role you'll:
* Respond to customer enquiries concerning Amadeus Airport IT Propworks solution.
* Take ownership of customer issues from acknowledgement through to resolution.
* Lead the investigation, keep customers up-to-date on the progress and make sure that all issues are resolved within a given timeframe.
* Escalate incidents that are outside the scope of team responsibilities to higher level support groups within Amadeus or to external service providers.
* Apply proactive problem management and anticipate potential incidents.
* Document errors and resolutions related to Airport IT Propworks solution.
* Create and update support documentation.
* Work with the customer service design team to develop new support models when renewing/implementing new customers.
* Deliver training of Airport IT solutions to colleagues, customers and business partners (if required).

About the ideal candidate:
Education
* Degree in IT or computer science/engineering or Business Administration (Finance) or relevant work experience.
* Certification on IT Systems and ITIL Fundamentals are a plus.

Functional Skills
* Strong command of spoken and written English. Other languages are beneficial.
* Structured and clear written and verbal communication.
* Flexibility to work on multiple projects simultaneously and adjust to changing requirements.
* Problem-solving approach with ability to find alternative solutions.
* Able to understand customers' needs and resolve conflicts.
* Flexibility and desire to work in a multicultural environment.
* Availability to work on day shifts, weekends and holidays as part of a global follow-the-sun support team.

Personal Skills
* Analytical, methodical and structured.
* Attention to detail.
* Team player.
* Excellent organization skills.
* Excellent interpersonal skills.
* Proactive and quick in action.
* Willing to embrace change.

Job Experience

* Experience with Contract and Billing and Revenue Consolidation applications / ERP systems
* Customer support background
* Experience in verbal and written customer interactions
* Incident and Problem Management experience
* IT experience, skills, knowledge and understanding of:
* Databases and database engines
* Remote management software
* Cloud vs local solutions
* Networks fundamentals (Hardwired devices, Wireless, VPN, Routers, Switches),
* Training delivery experience is a plus
* Airport IT or airport operation background is a plus
* Experience in Databases such as SQL and Oracle.

Application process:

The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV and apply today!

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.
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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.