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Client Support Specialist

hace 2 meses

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

Position Title

Customer Support Associate

As a vital member of the Customer Care Center (CCC), the Product Advocate will deliver both functional and technical assistance.

This role necessitates collaboration 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. They will serve as a primary contact for incidents, service requests, and customer inquiries via phone.

The Product Advocate is specifically tasked with recovering functional and technical incidents and requests at an advanced technical level or escalating them to appropriate resolver groups.

Operational Responsibilities:

Act as the main point of contact for customers, providing support over tickets related to the Cytric product and addressing queries.
- Offer support and consultation as a Subject Matter Expert (SME) through various communication channels including 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.
- Ensure accurate incident resolution and service request management within the established Service Level Agreement (SLA).
- Appropriately escalate issues to leadership and other teams.
- Proactively identify problem areas and develop 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 development 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 Duties:

Contribute to business insights 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.

Collaborative Efforts:

Work closely with the team, stakeholders, and relevant departments on incident progress and resolution.
- Create documentation for both internal and external use regarding incident resolution and/or training.
- Support other technical teams as they implement new applications/tools to ensure global support readiness for both them and the customers.
- Develop and conduct training sessions as needed for diverse audiences.
- Perform any other tasks assigned by the line manager in accordance with skills and experience.

Candidate Profile:

  • Minimum of 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.
  • Solid experience with PC and operating systems.
  • Knowledge of networking.
  • Experience in log (XML) reading.
  • Fluency in English.

Diversity & Inclusion:

Amadeus is committed to being 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 all 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.