Customer Support Analyst - PMS

Job description

Are you ready for the next step in your career? Then you need to keep reading!
When we’re looking to hire at Amadeus, we look internally first. Our teams get the benefit of your experience and you get more chances to grow and progress. So, if you are ready for a new challenge and want to drive your career, apply now!

Amadeus is part of everything it takes to bring travel to life. We provide the technology that keeps the travel sector moving – from initial search to making a booking, from pricing to ticketing, from managing reservations to check-in and departure processes.

Our people are driven by passion for ‘Where next?’ and our ambition is to improve the travel experience of hundreds of millions of people every day. At Amadeus, you can take price and responsibility in your work, facilitating the entire travel journey from door to door. Amadeus does this by joining up key player in the travel industry: travel agencies, corporations, airlines, airports, hotels, railways and more. We give those companies the tools to serve travellers better and to manage their own business more effectively.

From our UK, Kingston upon Thames office, the candidate will enjoy a varied and challenging job within the Customer Support team. The Customer Support Analyst will support our PMS products, by handling incoming requests, problems and questions from our international customers. The role involves analysing/troubleshooting and resolving cases and escalation, per current processes. We, as a support team offer 24/7 coverage to support our customers worldwide. As such, the candidate will be working office based shifts, in alignment with the schedules of our Customer Support teams in Atlanta, Breda and Singapore.

Job Responsibilities
- Professionally assist customers, vendors and IT companies via phone, e-mail and/or customer portal
- Accurately log incoming incidents into a Salesforce System
- Investigate first level incidents and perform 1st troubleshooting
- Inform customers about the progress and status of their case
- Categorize incidents
- Determine the correct SLA level according to impact and urgency
- Communicate solutions in a correct and understandable manner to the customers
- Discover trends within the incidents

Job Requirements
- Excellent verbal and written communications and interpersonal skills
- Customer service oriented
- 1-3 year experience in a call centre/help desk environment
- Technically literate or have affinity with technical products - including applications (e.g.Email, Microsoft Office -troubleshooting thereof)

- Strong analytical and methodical approach to problem solving
- Team player, flexible and adaptable personality
- Knowledge of the hotel industry/PMS system/online distribution channels/SQL are a plus
- Eager to learn and develop in-depth understanding of the business

- hold at least a diploma or Secondary Vocational Education

- Languages - In addition to fluent verbal & written English, fluency in French, German or Spanish.

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.

The posting of vacancies and the treatment of applications are, in each Amadeus location, subject to national law and possible collective agreements with local staff representation. Internal Mobility policies vary from office to office, please check with your local HR representative the requirements and policy in place. E.g. a minimum time on position or Line Manager approval may be requested.