Hybrid Technical Support Analyst — Incident Resolution

Amadeus; San Jose (CA); Hybrid; USD 52.000 - 76.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

English C1+

Tech support experience

Troubleshooting skills

Prioritization

Hybrid work availability

Jobbeschreibung

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.