Customer Support Associate

Amadeus; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

Amadeus is seeking a Customer Support Associate to join its Vision Box help desk. The role involves troubleshooting technical issues, mentoring team members, and providing high-quality customer service. This position offers attractive remuneration, a supportive work environment, and opportunities for continuous learning.

Benefits

Attractive remuneration packages

Flexible working model

Learning opportunities

Caring work environment

Diverse and inclusive community

Qualifications

• Technical skills in hardware, software, and IT infrastructure.
• Experience with ticketing systems and customer service roles.
• Fluency in English, both spoken and written.

Responsibilities

• Serves as a point of contact for customer technical assistance.
• Mentors service desk assistants in resolving technical issues.
• Analyzes monitoring alerts to prevent service disruptions.

Skills

Problem-solving

Communication

Leadership

Customer-focused mindset

Tools

ITSM processes

Incident management tools

Remote monitoring tools

Job description

Job Title

Customer Support Associate

We are looking a Customer Support Associate who will join the Vision Box, an Amadeus company help desk deparment.

Key Responsibilities

• Serves as a point of contact for Customers seeking technical assistance via phone, email, or portal

• Mentor and assist other service desk assistants in resolving escalated technical issues and improving their technical skills and knowledge

• Categorize and prioritize incidents based on severity, impact, and service level agreements to meet performance targets.

• Document incident resolutions, troubleshooting procedures, health-monitoring procedures and best practices to create a knowledge

• Troubleshoot and resolve incidents with some complexity, hardware and software-related, escalating critical issues to higher-level support

• Delivers excellent customer service and maintains a professional demeanor when interacting with customers, demonstrating empathy, patience, and active listening, providing status updates, resolutions, and follow-up actions, keeping them informed throughout the support process

• Analyze monitoring alerts, notifications, and system health indicators to proactively address issues, optimize system performance, and prevent service disruptions, as well as contribute to the improvement of the health monitoring tools and procedures.

• Lead remote proactive monitoring activities to ensure efficiency, effectiveness and continuous improvement

Competencies

• Expertise in troubleshooting and resolving hardware issues

• Technical skills in computer hardware, software, operating systems, networking, and IT infrastructure.

• Experience with IT service management (ITSM) processes, incident management tools, and ticketing systems

• Experience with remote monitoring tools and platforms

• Excellent communication, leadership, and interpersonal skills and collaborate effectively.

• Excellent problem-solving skills, with the ability to troubleshoot and resolve technical issues efficiently under pressure.

• Customer-focused mindset, with a commitment to delivering high-quality service and ensuring end-user satisfaction.

• English, both spoken and written

What we can offer you:

• ? A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.

• ? 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

• ? A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

• ? A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

• ? A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

• ? A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

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, andas 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.