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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 will deliver 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 in the aforementioned context, serving as a primary point of contact for incidents, service requests, and inquiries.
The individual will work closely with team members to ensure accurate incident resolution and effective service request management, adhering to established Service Level Agreements (SLAs) while coordinating with other divisions within the organization.
Operational Consulting:
Act as the main contact for customers, providing support through ticketing systems regarding the Cytric product and related queries.
- Offer support and consultation as a Subject Matter Expert (SME) via phone, email, and chat as necessary.
- Ensure prompt and error-free processing of cases, collaborating with other technical departments when required.
- Design test scenarios for problem cases and conduct error analyses.
- Develop and maintain documentation.
- Provide timely assistance in customer care.
- Ensure accurate incident resolution and service request management within the established SLA.
- Appropriately escalate issues to leadership and other teams.
- Proactively identify problem areas and devise solutions to enhance service quality and prevent future issues.
- Assist the team lead with documentation and processes.
- Serve as an escalation point for resolving customer service issues within the scope of expertise.
- Oversee the creation and dissemination of help sheets, usage guides, and FAQs for end users.
- Ensure accurate incident resolution and service request management within the established SLA.
Reporting:
Contribute to business through reports and analyses (e.g., forecasts), providing qualitative feedback as needed.
Analyze customer business, operational, and technical requirements for internal reporting.
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 internal and external use related to incident resolution and/or 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 various audiences.
- Perform any other 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 affinity. 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 be a leader in Diversity, Equity, and Inclusion within the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting top talent from diverse backgrounds, and serving as a role 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.
