Expires soon Amadeus Group

Customer Support Analyst

  • Portsmouth (Hampshire)
  • Administration

Job description

If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies: we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting? Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel@Amadeus

Amadeus is committed to providing customers worldwide with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality’s award winning Technical Assistance Center offers first line support to its worldwide customer base in the hospitality industry. The first priority of the Customer Support team is to help every customer be more successful in using our products. The Customer Support Analyst position provides first line call-center support for customers utilizing our industry leading hospitality solutions. This role in based inour Portsmouth, NH office.

Responsibilities

· Provide frontline support to Amadeus Hospitality customers primarily via phone and eSupport.
· Troubleshoot customer issues via remote connectivity when appropriate.
· Document all client-related issues in an easy to understand narrative format into a computerized tracking system.
· Communicate known resolutions to problems or issues to clients and peers.
· Keep team members, management, clients and Amadeus personnel informed of client issues.
· Escalate unresolved issues to the Lead Analyst role in accordance with support escalation procedures.
· Maintain the highest level of client satisfaction.
· Demonstrate time management in a sufficient manner regarding shift adherence policies.
· Maintain technical knowledge of all Amadeus Hospitality products supported in your region/domain.
· Other duties as assigned. Additional duties may vary by geographic location and/or business domain.

Job Requirements

· Associates Degree in Computing or relevant degree preferred.
· One to two years of experience within a call center/help desk environment, supporting software products or related technical training/experience as well as hospitality experience is desirable.
· Equal amount of technical experience and customer service experience.
· Computing: Microsoft operating systems, networks, Salesforce
· Strong customer service, problem solving, time management and team building skills are essential.
· Exceptional verbal and written communication skills.
· Highly motivated with demonstrated ability to work in both a team environment and independently

Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorisation.

Recruitment agencies: Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location. Amadeus is not responsible for any fees related to unsolicited resumes.

Make every future a success.
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