Summary of the role:
Amadeus is committed to providing customers globally with superior support and
service to ensure their success in using Amadeus solutions and maintaining the
highest level of customer satisfaction. Amadeus Hospitality’s Technical Support
team offers second line support to its global customer base in the hospitality
industry and has a strong influence on product defect/enhancement prioritization
and operational needs.
The purpose of this role is to provide technical support for a group of assigned
products/solutions.
Key responsibilities:
* Investigate and resolve incidents escalated to the Level 2 team which
originated from customer inquiries
* Investigate and resolve incidents escalated to the Level 2 team originating
from internal resources
* Document all customer-related issues in an easy to understand narrative
format for communication to Development and consumption of internal
resources.
* Troubleshoot the most complex customer issuses escalated to Level 2 Support.
* Create clear and concise documentation of resolutions
* Empower, coach and knowledge share with Customer Support and Technical
Support teams.
* Maintain knowledge of existing SLA and SLO metrics and contribute to their
compliance.
* Escalate unresolved issues to Amadeus R&D; or Operations teams in accordance
with support escalation procedures.
* Participate in on-call rotation as necessary. This will vary by role and
region.
* Assist in identifying technical needs, technology improvements and general
areas needing improvement within the department.
* Advocate for and help prioritize product defects/enhancements with the
Product and R&D; teams.
* Keep Team Members, Management, customers and Amadeus personnel informed of
customer issues.
* Play a leadership role representing customers and the Support organization
in Major incident management & communications.
About adecuado candidate:
* Tertiary qualifications (or equivalent) in a relevant di
📌 Technical Support Analyst (Barcelona)
🏢 Amadeus
📍 Barcelona
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Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.