Techincal Support

Amadeus IT Group, S.A.; Barcelona; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un Especialista en Soporte Técnico para unirse a su equipo de Atención al Cliente. En este papel, serás fundamental para garantizar experiencias positivas para los clientes mientras resuelves solicitudes técnicas. Trabajarás de manera autónoma, siguiendo procesos definidos, y colaborarás con otros miembros del equipo para lograr una resolución precisa de incidentes y gestión de solicitudes. Si tienes un trasfondo técnico y una pasión por ayudar a los demás, esta es una oportunidad emocionante para crecer en un entorno multicultural y dinámico. ¡Únete a nosotros y marca la diferencia en la experiencia de viaje de nuestros clientes!

Servicios

Seguro médico privado

Clases de idiomas

Membresía de gimnasio

Clases de yoga

Coaching de vida

Programa de referencia

Formación

• Experiencia previa de 2-3 años en soporte técnico o resolución de incidentes.
• Conocimientos técnicos en sistemas y redes, así como en herramientas de conectividad.

Responsabilidades

• Proporcionar soporte técnico y funcional a los clientes para resolver incidentes.
• Colaborar con otros equipos para garantizar la resolución de incidentes dentro de los SLA.

Conocimientos

Soporte técnico

Comunicación efectiva

Resolución de problemas

Análisis técnico

Trabajo en equipo

Educación

Ingeniería

Sistemas y Redes

Infraestructura

Herramientas

XML

VPN

FTP

AS2

Descripción del empleo

Are you open to taking on new challenges as a Tech Support in a SaaS company?

Join our team as a Technical Support Specialist where you will be part of a high-performing Customer Care team responsible for Voxel’s Products.

Ensure seamless, consistent, and positive customer experiences while resolving technical requests. As a member of Customer Care (CC), the Technical Support Specialist will provide functional & technical support.

The candidate will require working with applications as well as infrastructure components to undertake analysis, diagnosis, and resolution of end-user incidents. In addition, execute and document tests in the above-mentioned context. It is a Point of Contact for Incidents, Service Requests, and customer contacts. The role is specifically responsible for recovering functional and technical incidents and requests at a higher technical level or escalating them to resolver groups.

The Technical Support Specialist will work closely with other team members to provide accurate incident resolution and service request management, within the SLA and also with other divisions within the company.

Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature. Receives instruction, guidance, and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.

Specific Accountabilities:

1. Identifies project requirements by contacting customers; analyzing operations; determining project scope; documenting results.
2. Develops problem solutions by describing requirements in a workflow chart and diagram; studying system capabilities; analyzing alternative solutions; preparing system specifications; writing documentation.
3. Verifies results by completing tests.
4. Prepares customers to use the system by conducting training.
5. Provides reference for customers by writing documentation; providing support and help.
6. Maintains systems by researching and resolving problems; maintaining system integrity.
7. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
8. Contributes to team effort by accomplishing related results as needed.

What are we looking for?

1. 2-3 years of previous experience in technical support or an administrative role in incident resolution (especially if you come from tourism, travel, hospitality & procurement).
2. Technical Academic background (Engineering, Systems & Networks, Infrastructure).
3. Fluent in Spanish and English (answering calls and emails), (other languages would be a plus).
4. Knowledge of XML, VPNs, integrations, connectivity (FTP, AS2).
5. Good communication skills, common sense, an analytical mindset, and of course… that you love working in a team!

What do we offer?

1. Values-Driven Culture: Join a team guided by innovation, efficiency, accountability, teamwork, and people focus.
2. Impactful Work: Play a vital role in creating smooth, connected travel payment experiences globally.
3. Multicultural Environment: Experience the richness of a truly diverse work environment.
4. Cutting-Edge Innovation: Collaborate with a team of experts building an award-winning payments platform to challenge legacy processes.
5. Flexible working: Embrace a dynamic work environment with the freedom to balance your professional and personal life seamlessly.
6. Private Medical Insurance: Prioritize your well-being with comprehensive coverage under our private medical insurance plan.
7. And Much More: Language Classes, Gympass, Yoga Classes, Physiotherapy Service, Life Coaching, and a Referral Program.

About us:

Voxel is a leading provider of electronic invoice and B2B payment solutions for travel sellers, hotels, and other travel players. Voxel’s Bavel Platform orchestrates an end-to-end electronic payment process. 50,000+ hotels, 1,000+ tour operators and travel companies, and 3,000+ restaurants and franchises, across 100 countries, currently benefit from the platform. Voxel has recently joined Amadeus IT Group which will support its vision to deliver a smooth travel payment experience. It will also complement Amadeus’ payments business, Outpayce, by enhancing its existing travel sellers’ product suite, while expanding in the hospitality segment. The addition of Voxel solutions to Amadeus’ existing offering means access to a wider range of payments services for travel sellers and a more automated electronic way to manage invoices for tour operators, TMCs, hotel aggregators, and hotels.

Voxel and Outpayce are on a thrilling journey to revolutionize travel payments, delivering seamless end-to-end experiences for our customers and travelers worldwide. As a proud member of the Amadeus family, we're combining our hunger for innovation with Amadeus' expertise to disrupt payment processing and elevate the travel experience.

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.

About Us

We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues.

Join us on a journey where you will help us bring the world closer!