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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 is dedicated to providing advanced Service Desk support for our airline clients utilizing Amadeus Products and Solutions, including Reservation, Inventory, Ticketing, and Departure Control Systems. The Amadeus Service Management Center serves as the primary contact point for incident management, service requests, and production support inquiries. Our goal is to resolve 90% of all non-code related incidents or escalate them to the 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 both functional and technical incidents and requests.

Your expertise will contribute to enhancing the skills and knowledge of team members and improving our knowledge solutions database, enabling quicker issue resolution for our customers.

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 your scope.
  • Acknowledge, investigate, and resolve incidents as much as possible.
  • Escalate incidents beyond the team's competencies to 3rd level resolver groups or external service providers.
  • Provide timely updates to Amadeus customers regarding critical issues.
  • Monitor incident resolution progress, focusing on specific cases in collaboration with account management and regional customer care teams.
  • Utilize available resources to deliver the necessary product expertise and address complex functional and technical challenges.
  • Ensure follow-up aligns with customer service level agreements.
  • Assist customers with helpdesk 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 significant technical challenges, coordinating with additional resources as needed to achieve resolution.

Knowledge Management:

Enhance existing Knowledge Solutions and contribute to team training sessions and documentation to improve team members' expertise.

Stay updated with the latest application releases and functionalities.

Document and share customer-specific business knowledge 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 and software within the Amadeus IT environment on personal workstations is preferred. Capable of investigating cases by correlating application behavior, logs, and configuration settings with customer inquiries.

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

Other Attributes:

  • Multicultural approach to meet the expectations of our global customer base.
  • 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 dissect complex problems and identify effective solutions.
  • Team spirit, transparency, and knowledge sharing are integral to our culture.

What We Offer:

  • Competitive remuneration, individual and company bonuses, paid vacation and holidays, health insurance, and other benefits.
  • Flexible work arrangements: onsite, hybrid, or fully remote.
  • Opportunities for professional development through online learning platforms focused on technical and soft skills.
  • A diverse and inclusive workplace within one of the world's leading travel technology companies, impacting millions of travelers globally.