Customer Support Analyst

Job Title

Customer Support Analyst

Title: Customer Support Analyst

Position type: Permanent

Location: San Jose, Costa Rica Job ID: Job family: Customer Support Analyst

Summary Of The Role

The Customer Support Analyst team are subject matter experts on our industry leading hospitality solutions who provide advanced level of support to customers and front-line support team members.

In This Role You’ll

• Provide efficient and prompt customer service, technical support, and follow-up on customer requests, in adherence with Customer Support case and phone handling policies and procedures.
• Identify issues and source the necessary information to perform analysis and conduct investigations on cases to identify root and causes.
• Provide escalation support to internal and external customers as assigned.
• Actively contribute to identifying problems and opportunities for application and process improvement.
• Collaborate with Escalation Specialist and align with other verticals to support customer situations.
• Develop and maintain advanced user and technical skills on targeted Amadeus Hospitality products and related tools, as well as a functional knowledge of the hotel industry.
• Participate in the development and advancement of targeted Amadeus Hospitality products, including process documents, as well as participating in user acceptance testing to validate functionality and client/support accuracy.
• Ensure efficient and qualitative case handling by following the defined support pro-cess and tools.
• Work in line with, and in support of, existing help desk processes and defined service levels.
• Work effectively within and across departmental teams and peer groups, developing and maintaining collaborative partnerships, including responsibility to document and transfer cases to Tier 3 and/or Level 2/3 technical teams for advanced investigation.
  
  

Common Accountabilities

• Receives instruction, guidance, and direction from senior-level roles or managers and performs moderately complex and varied tasks with a moderate level of supervision.
• May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business.
  
  

Specific Accountabilities

• Respond to customer's questions concerning Amadeus Products and Solutions (func-tionality, application, interactions between different solution components) Escalate incidents outside the scope of team competencies to 3rd-level resolver groups within Amadeus or external service providers and follow-up. Provide Amadeus customers with updates on the status of critical problems. Suggest improvements to the Knowledge Solutions database.
  
  

About The Ideal Candidate

Education: Tertiary qualifications (or equivalent) in a relevant discipline from a college of University.

Relevant Work Experience: Minimum 3 years of experience within a customer service/help desk environment, supporting software products or related technical training/experience as well as hospitality experience is required.

• Business Understanding:
• Hospitality industry knowledge.
• Equal amount of technical experience and customer service experience.
• Strong customer service, problem solving, time management and team building skills are essential.
• Analytical thinking.
• Exceptional verbal and written communication skills.
• Highly motivated with demonstrated ability to work in both a team environment and independently.
• Skills:
• Computing: High level of computer technical aptitude, Microsoft operating sys-tems, networks, and Salesforce.
• Language Skills: Proficient in English.
• Specific Knowledge: Hospitality industry knowledge is required.
  
  

Application Process

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

Diversity & Inclusion

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