Customer Support Representative, Amadeus
Office located in San Jose, CA
Travel analytics software
Job no longer available
Travel analytics software
1001+ employees
Job no longer available
Office located in San Jose, CA
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- 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
- Computing: Microsoft operating systems, networks, Salesforce
- Languages: Proficient in English with additional language a plus
- Specific Knowledge: Hospitality industry knowledge
What the job involves
- Learns, understands, and promotes self-service tools
- Meet and\or exceeds established Key Performance Indicators – case closure rates, quality assurance, customer satisfaction
- Application of best practice technical support skills
- Respond to customer inquiries via phone, chat and email
- 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
- Pushback to the client for resolution when possible – most of our tool’s features are self-manageable (for this, agents need to explain them how it’s done but always encourage them to perform it)
- Resolve customer issues
- 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
- 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
- Troubleshoot Devises/Hardware
- Basic understanding of HTML
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.
Salary benchmarks
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