Global Expert Support Analyst

Amadeus; Taguig; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

A hybrid working model

A diverse and inclusive community

A Reliable Company

A caring environment

Job summary

Amadeus is seeking a Global Expert Team Analyst to provide advanced technical support to customers, including internal and external travel and airline partners. You will resolve incidents, communicate timelines, and collaborate with global teams to ensure high-quality service.

Ideally you have a Bachelor’s degree in Tourism or related field, 3–5 years in travel/airline support, hands-on reservation/ticketing experience, and strong analytical and communication skills.

Qualifications

• Bachelor’s degree in Tourism or equivalent experience in the travel, technology, or airline industry.
• 3–5 years of professional experience in customer, technical or functional support roles within travel/airline industry.
• Hands‑on experience in reservation systems, ticketing, troubleshooting, and customer case management.
• Technical understanding of the Travel/Airline industry
• Has experience in handling functional and technical incidents and requests
• Has experience in handling customers questions and concerns
• Has experience in investigating and recovering of incidents
• Strong analytical and problem‑solving skills with a proactive mindset.
• Excellent communication and teamwork abilities.
• Comfortable with a hybrid work setup (2–3 days onsite weekly) at BGC, Taguig.
• Flexibility is expected to handle multiple shifts as required by the business.

Responsibilities

• Resolve or escalate technical and functional issues using established service processes.
• Work independently while collaborating with colleagues and managers for guidance.
• Maintain consistent communication with customers on case progress and resolution timelines.
• Escalate complex cases to higher-level teams within Amadeus or external partners, ensuring follow-up until closure.
• Document and share problem-solving steps to enrich internal knowledge systems.
• Support continuous improvement by identifying trends and suggesting process enhancements.
• Provide outstanding customer service, ensuring responses align with service levels.
• Collaborate with global and cross-functional teams to support Amadeus solutions.
• Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
• Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
• Provide Amadeus customers with updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database.

Skills

Strong analytical and problem-solving

Excellent communication and teamwork

Education

Bachelor’s degree in Tourism or equivalent experience in the travel, technology, or airline industry

Tools

Reservation systems

Ticketing systems

Job description

Amadeus is seeking a Global Expert Team Analyst to provide advanced technical support to customers, including internal and external travel and airline partners. You will resolve incidents, communicate timelines, and collaborate with global teams to ensure high-quality service.

Ideally you have a Bachelor’s degree in Tourism or related field, 3–5 years in travel/airline support, hands-on reservation/ticketing experience, and strong analytical and communication skills.