Customer Support Analyst 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!

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Diversity & Inclusion