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Client Support Specialist
hace 2 meses
Job Title
Customer Support AssociateAs a vital member of the Customer Care Center (CCC), the Product Advocate is responsible for delivering both functional and technical assistance.
This role involves collaborating with applications and infrastructure components to analyze, diagnose, and resolve end-user incidents. Additionally, the Product Advocate will execute and document tests within this context, serving as a primary point of contact for incidents, service requests, and inquiries.
The Product Advocate will work closely with team members to ensure accurate incident resolution and effective service request management, adhering to established Service Level Agreements (SLAs) while collaborating with various divisions within the organization.
Operational Consulting:
Act as the main contact for customers, providing support through ticketing systems related to the Cytric product and addressing queries.
- Offer support and consultation as a Subject Matter Expert (SME) via phone, email, and chat as necessary.
- Ensure prompt and accurate processing of cases, collaborating with other technical departments when required.
- Design test scenarios for problem cases and conduct error analyses.
- Create comprehensive documentation.
- Provide timely assistance in customer care matters.
- Ensure accurate incident resolution and service request management within the defined SLAs.
- Appropriately escalate issues to leadership and relevant teams.
- Proactively identify areas for improvement and implement solutions to enhance service quality and prevent future issues.
- Assist the team lead with documentation and procedural tasks.
- Serve as an escalation point for resolving customer service challenges within the specialist scope.
- Oversee the development and dissemination of help sheets, usage guides, and FAQs for end users.
- Ensure accurate incident resolution and service request management within established SLAs.
Reporting:
Contribute to business operations through reports and analyses (e.g., forecasts), providing qualitative feedback as necessary.
Analyze customer business, operational, and technical requirements for internal reporting purposes.
Support process improvement initiatives to drive operational efficiencies.
Collaboration:
Work closely with the team, stakeholders, and relevant departments on incident progress and resolution.
- Create documentation for both internal and external use related to incident resolution and training.
- Support other technical teams as they implement new applications/tools to ensure Global Support is prepared to assist them and the customers.
- Develop and conduct training sessions as needed for diverse audiences.
- Perform any additional tasks assigned by your line manager in line with your skills and experience.
Candidate Profile
Minimum 3 years of experience working with Cytric. Strong knowledge of Cytric and/or high expertise in specific Cytric areas. Understanding of the Travel/Tourism industry. Previous experience in Customer Service or other relevant roles with a strong technical background. Prior technical Customer Support experience. Proficient in PC and operating systems. Knowledge of networking concepts. Experience with log (XML) reading. Fluent in English.Diversity & Inclusion
Amadeus aims to lead in Diversity, Equity, and Inclusion within the tech industry, enabling every employee to realize their full potential by fostering a culture of belonging and fairness, attracting top talent from diverse backgrounds, and serving as a model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability, or any other characteristics protected by law.
