Global Travel Tech Expert & Incident Specialist

Amadeus; Makati; Hybride; PHP 400 000 - 700 000; Plein temps

Résumé du poste

Amadeus in the Philippines is seeking a Global Expert Team Analyst to provide advanced technical support for Amadeus customers, including travel partners. You will handle incidents with strong analytical skills and collaborate across global teams to deliver timely resolutions.

The role combines technical problem-solving with customer service excellence, contributing to continuous service improvements while working a hybrid schedule (2–3 days onsite weekly) at BGC, Taguig.

Qualifications

• Bachelor's degree in Tourism or equivalent experience in travel/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.
• 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.

Responsabilités

• Resolve or escalated 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.

Connaissances

Analytical thinking

Problem solving

Communication

Teamwork

Hybrid work experience

Shift flexibility

Formation

Bachelor's degree in Tourism or equivalent experience in travel/airline industry

Outils

Reservation systems

Ticketing systems

Customer case management tools

Troubleshooting methods

Description du poste

Amadeus in the Philippines is seeking a Global Expert Team Analyst to provide advanced technical support for Amadeus customers, including travel partners. You will handle incidents with strong analytical skills and collaborate across global teams to deliver timely resolutions.

The role combines technical problem-solving with customer service excellence, contributing to continuous service improvements while working a hybrid schedule (2–3 days onsite weekly) at BGC, Taguig.