Customer Support Representative Distribution

Job description

Major Responsibilities:

Purpose
The Service Management Center (SMC) acts as 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions. The Amadeus SMC is a single point of contact for incidents, service requests and phone calls. The incumbent is involved in providing 2nd level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting, and diagnostics. The incumbent is specifically responsible for recovering incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided.
 
The Service Management Center Distribution support group provides dedicated support to the Travel Agency customer sector. The team supports Travel Agency products and solutions on a 24/7 operation.
 
Key accountabilities
    • Respond to Amadeus customers’ questions concerning Amadeus Products and Solutions (research and validate application and technical issues) to aid customers in understanding product functionality and outputs, ensuring highest customer satisfaction.
    • Acknowledge, investigate, and conduct logical analysis of complex issues; when possible, recover incidents using knowledge solutions to restore service as quickly as possible within the service levels.
    • Escalate incidents outside the scope of team competencies. Work collaboratively in a team environment with account managers, product managers, implementation, and development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues / service requests.
    • Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
    • Develop a thorough understanding of the products in order to respond to customer queries and investigate issues.
    • Recognize repetitive customer issues and known errors to facilitate faster recovery.
    • Suggest improvements to Knowledge Solutions database in order to facilitate knowledge transfer.
    • Support product/solution installations and updates as well as database configurations.
 
General performance indicators
    • Service Level Targets on Incidents Acknowledgement and phone answering.
    • Quality of problem handling.
    • Percentage contact login and number of Knowledge Solutions consulted, modified and created.
 
Recommended Profile
 
Education:
    • High School degree or 2 year vocational degree in Tourism.
 
Relevant work experience:
    • 2 years GDS experience; or 4 years Airline or Travel Agency experience; or 2 years experience in IT support services with strong functional knowledge.
 
Industry Knowledge
    • Amadeus company understanding: Strong functional and technical skills on Amadeus GDS infrastructure.
    • Amadeus high level architecture: Overall knowledge of Amadeus technology.
    • Amadeus solutions: Macro competency, covering all Amadeus products and services. Specify if needed.
 
Professional Skills (IT Skills)
    • Amadeus WIN@proach: The ability to use the Amadeus internal tool to perform the client service (management of incidents, problems,change proposals and change requests).
    • Oneview CX Help Desk: Ability to use Help Desk module to organize, automate, and synchronize business processes for customerservice and technical support.
    • Installation and maintenance techniques: Capacity to install, implement and upgrade hard and/or software within the Amadeus IT environment in accordance with certain norms and standards, develop methods, tools and standards for future users andcommunicate on the evolution of the installation process to future users.

Desired profile

Requirements:

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