Technical Support Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Amadeus A tiempo completo

Job Title

IT Support Analyst

Position Type: Permanent (Hybrid)
Location: Bogota
Job Family: Help Desk

About the Department:

The Amadeus Global Customer Care division delivers advanced 2nd and 3rd Level Service Desk support for airline clients utilizing Amadeus Products and Solutions, including Reservation, Inventory, Ticketing, and Departure Control Systems. The Amadeus Service Management Center (SMC) serves as the primary contact point for incidents, service requests, and all production support inquiries. Our objective is to resolve 90% of all non-code related incidents and requests or escalate them to appropriate resolver groups within Amadeus or external partners.

Role Overview:

As an IT Support Analyst within our global support team, you will be tasked with addressing functional and technical incidents and requests.

Your expertise will contribute to enhancing the skills and knowledge of team members and improving the knowledge solutions database, enabling our clients to resolve their issues more efficiently.

Analysis of production and solution challenges will be communicated to the Product Management and Service Design teams to improve Amadeus products and services.

Key Responsibilities:

  • Case Management: Manage cases for products in scope.
  • Acknowledge, investigate, and resolve incidents as much as possible.
  • Escalate incidents beyond team competencies to 3rd level resolver groups or external service providers.
  • Provide updates to Amadeus clients regarding critical problem statuses.
  • Monitor incident resolution progress internally and externally, focusing on identified cases.
  • Utilize available resources to deliver product expertise and manage complex functional and technical issues.
  • Ensure follow-up aligns with customer service level targets.
  • Address customer inquiries via phone.
  • Handle first-level escalations.

Problem Management:

Act as a single point of contact for specific individual problems, taking responsibility for overall follow-up.

Initiate and lead task forces to analyze complex business issues, including key technical challenges, collaborating with other resources as necessary to achieve resolution.

Knowledge Management:

Enhance existing Knowledge Solutions and contribute to team members' understanding of relevant products and solutions through training sessions and documentation.

Maintain up-to-date knowledge of the latest application releases and functionalities.

Document and share customer-specific business insights within the organization.

Support the adoption of Amadeus tools and solutions.

Customer Implementations:

Represent Amadeus by providing on-site support during customer system migrations.

Continual Service Improvement:

Collaborate with internal and external stakeholders to identify innovative approaches to enhance performance and improve the customer journey.

Ideal Candidate Profile:

Education: University degree preferred.
Certifications: ITIL Foundation Certification is a plus.

Experience: Minimum of 2 years' experience with Amadeus Airlines Products or in the Tourism/Airlines sector.

Technical Skills: Proficient in standard office software; ability to install, implement, and maintain hardware/software within the Amadeus IT environment is preferred; skilled in investigating cases by correlating application behavior, logs, and configurations.

Language Proficiency: Fluent in English, with strong listening, reading, speaking, and writing skills.

Other Qualities: Multicultural approach, customer-centric mindset, accountability, autonomy, proactivity, strong communication skills, analytical thinking, and a commitment to teamwork and knowledge sharing.

What We Offer:

  • Competitive remuneration, annual bonuses, paid time off, health insurance, and other benefits.
  • Flexible work arrangements: onsite, hybrid, or fully remote.
  • Opportunities for professional development through online learning platforms.
  • A diverse and inclusive workplace within one of the leading travel technology companies, impacting millions of travelers globally.

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