Job Title

Global Expert Team Analyst

External Job Title:  Global Expert Team Analyst
Position type: Customer Support
Location:  San Jose – Costa Rica
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                                                           "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:

Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.Work HybridProfessional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

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 flexible working model - We want our employees to do their best work, wherever and however it works best for them.

🌈 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.

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.