Web Technical Support Analyst, Amadeus
Travel analytics software
Job no longer available
Travel analytics software
1001+ employees
Job no longer available
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- Education: Associate Degree (Required), Bachelor’s Degree (Preferred)
- 1-2 years practical experience as a developer with good knowledge of JavaScript and HTML
- 1-2 years of hands-on experience in a Web Design/Development environment with experience utilizing issue tracking systems, such as Salesforce
- Front-end development experience a plus
- Knowledge of Adobe Photoshop, Illustrator and InDesign (Preferred)
- 1-2 years’ experience with web development technology and content management systems (Required)
- Knowledge of Google Tag Manager (GTM) or other Tag Manager platform
- 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
- Ability to effectively provide support to multiple teams with varying skill sets/knowledge
- Computing: Windows OS / HTML / JavaScript / GTM / Adobe Creative Cloud
- Languages: Proficient in English / French highly beneficial
What the job involves
- 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
- Conduct secondary investigations on cases transitioned from other teams and provide escalation support to internal and external customers as assigned
- Actively contribute in identifying problems and opportunities for application and process improvement. Provide additional SME support to other Analysts
- Collaborate with Escalation Specialist on customer situations
- Develop and maintain advanced user and technical skills on targeted Amadeus Hospitality products and related tools, as well as functional knowledge of the hotel industry
- Demonstrated advanced knowledge within the support team including having access to different tools for advanced troubleshooting and case resolution tactics
- Functional Description:
- Upgrade, update, and enhance current sites for responsive design and optimized user interface; update content and graphics; monitor performance and results
- Convey client concept, code, and publish standards-based content for a variety of formats, including desktop, mobile and tablets
- Migration of ecommerce and media tracking tags into the GTM container. Follow testing and QA processes to help ensure client satisfaction
- Update and enhance current sites for responsive design and optimize their user interface; update content and graphics; and monitor their performance and results
- Provide enhanced customer service experiences through direct communication to clients and internal partners ensuring timely and accurate issue resolution
- Track and document client issues through established processes and deadlines
- Implement and customize web analytics and website optimization code based on business needs, specifically Google Analytics, Google Tag Manager, and tracking codes from online media vendors, such as Google AdWords, DoubleClick, Sojern, Facebook, and others using JavaScript, HTML within Amadeus’s 3 Content Management Systems and Online Reservation systems
- Operational Efficiency:
- Ensure efficient and qualitative case handling by following the defined support process and tools
- Work effectively within and across departmental teams and peer groups, developing and maintaining collaborative partnerships, including responsibility to document and transfer cases to L3 technical teams for advanced investigation
- 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
Our take
Legacy Spanish travel and tourism IT provider Amadeus has been working in the industry since 1987 when it was originally founded as a European global distribution system (GDS) for airlines. Now its software connects travellers to journeys via agents, search engines, tour operators, accommodation, and transport.
Having diversified in the mid-noughties to match the evolution in digital technology, Amadeus now powers business analytics and software solutions for 16 sides of the travel industry and with 6 business tools. It doesn’t spread itself thin either, with more than 15,000 employees across the world and growth still in motion.
Amadeus continues to solidify its position as a leader in the travel and hospitality tech sectors, evidenced by its strong financial performance in the second quarter of 2024. The company's significant revenue growth, strategic acquisitions, and partnerships underscore its commitment to innovation and expansion and it doesn't plan to slow down anytime soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company HQ
San Pascual, Madrid, Spain
Leadership
Luis Maroto
(CEO & President)Previously Deputy CEO and CFO at Amadeus before becoming the President and CEO in 2011. They also worked as a Corporate Support Functions Director at Grupo Bertelsmann.
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