Your Main Responsibilities:

Support Duties

Serve as Amadeus Hospitality customers’ first level of support via all incoming channels (phone, portal, email, etc.); initially for a specific product/product line with additional products trained as competency increases.

Identify relevant resolution and communicate to clients and peers; distinguish between problem symptoms, and problem cause.
Ensure that a problem is resolved with tenacity using all means and tools at your disposal.
Clearly and effectively document all issues in our CRM; including all troubleshooting steps, each customer interaction/dialog and other salient details.
Ensure a high first contact resolution rate and fast problem solving due to own experience and effective use of the knowledgebase.


Customer Service Excellence

Maintain the highest level of client satisfaction.
Quickly understand customer needs and impact. Service customer in a fast and efficient manner and apply workarounds if final solution cannot be applied in a short time.
Keep team members, management, clients and Amadeus personnel informed of client issues as needed.
Raise unresolved issues to Team Leads for technical guidance; identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnostic data).
Raise internal/external escalations in accordance with established escalation procedures.


Operational Efficiency

Maintain technical knowledge of all Amadeus Hospitality products you support.
Ensure efficient and qualitative case handling by following the defined support process and tools.
Work in line with, and in support of, existing help desk processes and defined service levels.