Customer Support Associate

hace 2 semanas

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

Customer Support Associate

As a key member of the Customer Care Center (CCC), the Product Advocate will provide functional and technical support to customers. The team will require working with applications and infrastructure components to analyze, diagnose, and resolve end-user incidents. Additionally, the role will involve executing and documenting tests in the aforementioned context. The Product Advocate will serve as the primary point of contact for incidents, service requests, and phone calls. The role is responsible for resolving functional and technical incidents and requests at a higher technical level or escalating them to resolver groups.

The Product Advocate will work closely with other team members to provide accurate incident resolution and service request management within the established Service Level Agreement (SLA). The team will also collaborate with other divisions within the company to ensure seamless support.

Operational Consulting

The Product Advocate will provide support and consultation as a Subject Matter Expert (SME) through phone, email, and chat. The role will involve prompt and error-free processing of cases, if necessary, in cooperation with other technical departments. The Product Advocate will also design test scenarios for problem cases, perform error analyses, create documentation, and provide prompt assistance in the area of customer care.

The Product Advocate will be responsible for accurately resolving incidents and managing service requests within the established SLA. The role will also involve escalating issues to leadership and other teams as necessary. Additionally, the Product Advocate will proactively identify problem areas and devise and deliver solutions to enhance service quality and prevent future problems.

The Product Advocate will assist the team lead with documentation and processes. The role will also serve as an escalation point in resolving customer service issues within the scope of a specialist. The Product Advocate will oversee the development and communication of help sheets, usage guides, and FAQs for end users.

Reporting

The Product Advocate will contribute to business growth through reports and analysis, providing qualitative feedback when needed. The role will involve analyzing customer business, operational, and technical requirements for internal reports. The Product Advocate will also support process improvement opportunities to drive operational efficiencies.

Collaboration

The Product Advocate will work closely with the team, stakeholders, and stakeholding departments on incident progress and resolution. The role will involve creating documentation for internal and external use with incident resolution and/or training. The Product Advocate will also support other technical teams as they operationalize new applications/tools to ensure the Global Support is prepared to support them and the customers.

The Product Advocate will create and conduct training sessions when needed for a variety of audiences. The role will also involve any other tasks assigned by the line manager in accordance with the skills and experience of the Product Advocate.

Candidate Profile
  • Minimum 3 years of experience working with Cytric.
  • Very good knowledge of Cytric and/or high expertise in specific Cytric areas.
  • Understanding of the Travel/Tourism Business.
  • Previous work experience in Customer Service or other relevant experience with strong technical affinity.
  • Previous technical Customer Support experience.
  • Solid PC and operating systems experience.
  • Network knowledge.
  • Log (xml) reading experience.
  • Fluent in English.
Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity, and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and 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.

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