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Technical Support Specialist

hace 2 meses

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 team delivers advanced Service Desk support to assist Amadeus 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 third-party partners.

Role Overview:

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

Your expertise will be instrumental in 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 issues will be communicated back to the Product Management and Service Design teams to enhance Amadeus products and services.

Key Responsibilities:

  • Case Management: Manage cases for products within scope.
  • Acknowledge, investigate, and recover or implement incidents as much as possible.
  • Escalate incidents beyond team competencies to 3rd level resolver groups or external service providers.
  • Provide clients with updates on critical problem statuses.
  • Follow up on incident resolution progress, focusing on identified cases.
  • Utilize available resources to deliver the right product expertise and manage complex functional and technical issues.
  • Ensure adherence to customer service level targets.
  • Assist clients with helpdesk inquiries via phone.
  • Handle first-level escalations.

Problem Management:

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

Initiate and lead task forces for analyzing 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 products, solutions, and customer needs through training sessions and documentation.

Stay updated with the latest application releases and functionalities.

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

Promote 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 and software within the Amadeus IT environment on personal workstations is preferred. Capability to investigate cases by correlating application behavior, logs, and configuration setups to customer inquiries.

Languages: Fluent in English.

Other Attributes:

  • Multicultural approach to meet global customer expectations.
  • Customer-centric mindset, prioritizing customer satisfaction.
  • Accountability, autonomy, and proactivity in delivering high-quality service and support.
  • Strong communication and information-gathering skills.
  • Analytical thinking to deconstruct complex problems and identify solutions.
  • Team spirit, transparency, and knowledge sharing are integral to our culture.

What We Offer:

  • Competitive remuneration, annual bonuses, paid vacation, 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.