Customer Support Representative

1134 Amadeus Bilgi Teknolojisi Hizmetleri A.S.; Fatih; On-site; TRY 300,000 - 420,000; Full time

Benefits offered by this job

Salary package

Performance bonus

Healthcare benefits

Flexible working model

Job summary

Amadeus is seeking a Customer Support Representative in Istanbul to be the primary contact for customers using Amadeus Products and Solutions. You will guide customers through functionality and interactions between components, acknowledging and resolving incidents within agreed service levels and escalating when needed.

You will provide status updates on critical issues and contribute suggestions to improve the Knowledge Solutions database, working with multinational teams across Amadeus' global

Qualifications

• Clear and effective communication with customers.
• Collaborative approach within a team.
• Solution-oriented mindset addressing inquiries.
• Customer-focused attitude delivering helpful information.
• Ability to stay calm and positive in challenging situations.

Responsibilities

• Respond to customers' questions regarding Amadeus Products and Solutions.
• Acknowledge, investigate, and resolve incidents within service levels where possible.
• Escalate incidents beyond team scope to 3rd level resolver groups or external providers and follow up.
• Provide customers with updates on the status of critical problems.
• Suggest improvements to the Knowledge Solutions database.

Skills

Communication

Teamwork

Problem solving

Customer focus

Calm under pressure

Experience in customer support

Job description

Customer Support Representative

Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler's journey, From airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences. Istanbul is one of our strategic engineering hub locations, hosting business units from across the Amadeus ecosystem and working with multinational teams from around the world to shape and create the future of travel.

Summary of the Role

As a Customer Support Specialist at Amadeus, you will be the primary point of contact for customers seeking assistance with Amadeus Products and Solutions. Your responsibilities will include guiding customers through the functionality, application, and interactions between different solution components. You will acknowledge, investigate, and resolve incidents within agreed service levels, using knowledge solutions whenever possible. If an issue is beyond your scope, you will elevate it to the appropriate 3rd level resolver groups within Amadeus or external service providers and follow up until resolution. Additionally, you will provide customers with updates on the status of critical issues and suggest improvements to the Knowledge Solutions database.

Responsibilities

• Respond to Amadeus customers' questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components).
• Acknowledge, investigate, and, when possible, resolve incidents within service levels using knowledge solutions.
• Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow up.
• Provide Amadeus customers with updates on the status of critical problems.
• Suggest improvements to the Knowledge Solutions database.

Ideal Candidate

• Clear and effective communication, with the ability to explain technical concepts in an accessible way and listen to customers' concerns.
• A collaborative approach, working well within a team to achieve positive outcomes for customers.
• A thoughtful and solution-oriented mindset when addressing challenges or customer inquiries.
• A customer-focused attitude, always striving to provide helpful and relevant information.
• The ability to remain calm and maintain a positive, solution-driven approach in all situations.
• Previous experience in customer support or similar roles will be beneficial.

What we can offer you

• A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.
• A caring environment - Amadeus fosters a caring environment that supports both professional growth and personal well-being.
• A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits and health benefits.
• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
• A diverse, equitable, and inclusive community - We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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 and committed to an accessible recruitment process. 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.

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!