Customer Support Assistant
Customer Support Assistant
Position Type : Permanent
Location : San Jose, Costa Rica
Job ID : R1048
Job Family : Customer Support, Help Desk
Are you the next Customer Support Analyst we are looking for?
You will serve as Amadeus system users’ point of contact and ensure the timely resolution of reported functional and technical issues.
You will liaison with the local markets’ representatives, get expert teams and providers (airlines, hotels), as the case requires, to ensure a fast and effective delivery of service to the customer base in the region
In this role you’ll :
First Level Helpdesk Support : Serve as Amadeus customers’ first level of support for all products & solutions via phone, Amadeus Service Hub and / or other media in line with the defined support processes and tools, and with a strong focus on delivering service within or exceeding the agreed service levels, ensuring high first contact resolution rate and fast problem solving due to own experience, advanced skills, and knowledge
Support Duties : Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis Utilize full product knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnosis)Identify general outages and service-disruption and act according to the defined help desk escalation proceduresIf problem cannot be solved in 1st / 2nd Level, ensure deep and comprehensive diagnosis, and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive / coordinate, follow up, update incidents and report to customers until case is closed Instantly report Master incidents to Service OperationsKeep close contact with the customer and provide the solution mainly over phone, e-mail, Amadeus Service Hub and with the help of remote toolsQuickly and efficiently turnaround cases assigned to the group and proactively resolve problems within agreed service levels using logical, efficient, and structured root cause analysis approach to troubleshooting, through asking appropriate diagnostic questions.
Distinguish between problem symptoms, and problem cause.Ensure that a problem is resolved with tenacity using all means and tools at your disposal
Customer Service Excellence : Quickly understand customer needs and impact. Service customer in a fast and efficient manner and apply workarounds if final solution cannot be applied in short time.
Do not apply ""try and error"" approach during customer contact and avoid keeping customer too long on the line (especially when operating on a pay line).
Advise and consult customers how to use Amadeus products, provide guidance on product usage and maximization ( how to advice)Apply solutions by using Amadeus Service Hub Center and guide customers through Amadeus Service Hub to increase customer usage and adoptionStrive to meet or even exceed customer expectations through strong personal and social skills in customer orientation, communication, and accountabilityAchieve or exceed service level targets, guarantee high customer satisfaction, and deliver problem resolution with a strong customer service attitude
Operational Efficiency : Ensure an efficient and qualitative case handling by following the defined support process and toolsWork in line with, and in support of, existing help desk processes and defined service levelsRelay requests to any further resolution group when they are not solved at first call or meet with certain criteria up frontSearch Amadeus Service Hub Centre for a solution and use all available tools and media for an efficient and effective problem resolutionMultitask day-to-day help desk activities and prioritize departmental and customer demands and workload successfullyCarry out any reasonable task to ensure operational effectiveness of the Service CentreWork effectively within and across departmental teams’ and peer groups, developing and maintaining collaborative partnerships
About the ideal candidate :
Knowledge of the Travel or Customer Service industry
Previous experience in providing operational support to end-users
Experience within the airline, travel, Help Desk or Call Centre industry. Experience with IT Infrastructure, technology protocols and Operating systems.
Previous experience with Amadeus systems, products
Ability to respond positively to client requests for assistance in an often-stressful Help Desk environment. Ability to relate to customers having both a wide and limited knowledge of computing and the company’s products and services
Ability to learn and understand new products and services
Ability to communicate effectively at all levels both written and verbal
Ability to work in a team orientated environment
Fluent in English
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.