Customer Support Analyst

Job Title

Customer Support Analyst

Job Title: Customer Support Analyst

Position: Permanent, Hybrid working Model (Costa Rica, San Jose)

About Your Business Area/Department :

The Customer Technical Support Analyst will act as a liaison to provide product/service information and resolve any technical problems that our customers might face with accuracy and efficiency.

In this role you'll:

• Learns, understands, and promotes self-service tools.
• Meet and\or exceeds established Key Performance Indicators – case closure rates, quality assurance, customer satisfaction, among others.
• Application for best practice technical support skills.
• The ability to adapt and productively interact with clients via, phone, email, and chat.
• Define problems by using product knowledge to establish facts and draw conclusions.
• Accurate tracking and documentation throughout the lifecycle of each customer inquiry using Salesforce cases.
• Document all details and subsequent interactions, research, etc. in the case.
• Daily follow up to see through with case resolution and ensure customer satisfaction.
• Providing guidance with details to the client.
• Convey important messages through concise, precise, and effective written and verbal communication.
• Resolve customer issues in a timely manner, and with a customer focused attitude
• Quickly identify the impact of the reported issue (Can I perform the task? Do I need to escalate to the following tier? Do I need to advise my supervisor? etc).
• Seek known resolution from Knowledge Base, and if not available, develop and document resolution.

Tasks:

• Trouble shoot data discrepancies between systems.
• Ability to trace data transfer between different systems and databases to determine where the issue lies and determine how to resolve the discrepancy.
• Provide access to different programs/systems
• Troubleshoot Devises, especially browser compatibility issues
• Troubleshoot specific system errors

About the ideal candidate:

• Education: Bachelor's Degree
• Relevant Work Experience:
• Minimum of 1 year experience within a technical help desk environment.
• Technical Aptitude. Experience supporting software products or related technical training and/or experience.
• Analytical thinking.
• Strong verbal and written communication skills.
• Business Understanding:
• General knowledge of the Hospitality or Travel industry
• Skills:
• Computing: Microsoft operating systems, networks, Salesforce.
• Languages: Proficient in English with additional language a plus.
• Specific Knowledge: Hospitality industry knowledge.

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Hybrid working model.

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working at Amadeus, you will find

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.