Customer Support Talent Pool

Amadeus; San Jose (CA); Híbrido; USD 52.000 - 76.000; Jornada completa

Descripción de la vacante

Amadeus is seeking a Customer Support Analyst in San Jose, CA to provide first-line technical support to customers via phone, email and chat. You will investigate incidents, answer product questions, and escalate complex issues while upholding service levels.

You will document cases, contribute to knowledge resources, and collaborate with cross-functional teams to resolve problems, ensuring timely updates to customers and adherence to SLAs. A hybrid work arrangement is available.

Formación

• 1+ year of experience in a Technical Support, Help Desk, Service Desk, or IT Support role.
• Ability to manage multiple technical issues in a fast-paced environment.
• Advanced English proficiency (C1 or higher), both written and verbal.
• Strong troubleshooting, analytical, and problem-solving skills.
• Availability to work in a hybrid model.

Responsabilidades

• Document and manage cases using ticketing systems and knowledge tools.
• Improve internal knowledge resources and support documentation.
• Escalate issues to resolver groups or external providers when needed.
• Respond to customer inquiries regarding Amadeus products and solutions.
• Investigate, troubleshoot, and resolve incidents and service requests.
• Collaborate with cross-functional teams to resolve complex issues.
• Keep customers informed about the status of critical incidents.

Conocimientos

English C1+

Tech support experience

Troubleshooting skills

Prioritization

Hybrid work availability

Descripción del empleo

Customer Support Talent Pool

Summary of the Role

As a Customer Support Analyst, you will provide first-line technical support to Amadeus customers through phone, email, and chat channels. You will investigate and resolve incidents, answer product-related questions, and elevate complex issues when necessary, ensuring a high-quality customer experience and adherence to service levels.

In This Role You'll

• Accurately document and manage cases using ticketing systems and knowledge tools.
• Contribute to improving internal knowledge resources and support documentation.
• Escalate issues to internal resolver groups or external providers when required.
• Respond to customer inquiries regarding Amadeus products and solutions.
• Investigate, troubleshoot, and resolve incidents and service requests.
• Collaborate with cross-functional teams to resolve complex issues.
• Keep customers informed about the status of critical incidents.

About the Ideal Candidate

Required Qualifications

• 1+ year of experience in a Technical Support, Help Desk, Service Desk, or IT Support role.
• Ability to manage multiple technical issues and priorities in a fast-paced environment.
• Advanced English proficiency (C1 or higher), both written and verbal.
• Strong troubleshooting, analytical, and problem-solving skills.
• Availability to work in a hybrid model.

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.