Product Support Engineer 3

Job Title

Product Support Engineer 3

Summary of the role

The Amadeus Global Customer Care group provides 2nd and 3rd Level Service Desk to support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Amadeus Service Management Center (SMC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third pares involved in the service provided.

As a Customer Support Specialist - part of our worldwide group dedicated to support, you will be responsible for recovering functional and technical incidents and requests.

Your product expertise will be used to enhance team member skills and knowledge and improve the knowledge solutions database, allowing our customers to resolve their issues faster.

Analysis of production/solution issues will be feedback to the Product Management and Service Design groups to enhance Amadeus products and their associated services.

Your main responsibilities

Case Management (for products in scope):

Acknowledge, investigate and as much possible recover/implement incidents

Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers

Provide Amadeus customers with updates on the status of critical problems

Follow-up internally and externally incident resolution progress, with specific focus on identified cases (supporting SAM &account management teams and regional customer care)

Utilize available resources to provide the right product expertise and handle complex functional and technical issues

Responsible for follow-up to match customer service level targets

Handle customers phone calls

Handle first level escalations.

Problem Management.

Provides a single point of contact for specific individual problem taking responsibility for the overall follow-up

Initiate and if required lead task forces on the analysis of complex business problems, including key technical problems, bringing-in other resources as needed to reach resolution and closure of the problem. (in alignment and cooperation with our Regional Customer Care groups)

Knowledge Management.

Improve or complete existing Knowledge Solutions.

Enhance team members' knowledge of incumbent's areas of expertise (products, solutions, customer) through contribution to training sessions and documentation.

Keep self-knowledge up to date with latest applications releases, functionalities, customer basis

Understands, documents and shares toward the internal organization customer business specific.

Contribute to the adoption of Amadeus tools and solutions.

Additional Responsibilities.

Work closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey.

Builds and develops healthy and productive working relationships with Global Operations, R&D, Implementation, Account Managers and Product Managers.

About the ideal candidate

University degree in Computer Science, Information Technology or equivalent.

ITIL Foundation Certification is a plus.

Experience with Amadeus Airlines Products or in Tourism/Airlines industry.

Application Management Experience/Knowledge -with understanding of so􀅌ware development methodologies, knowledge of the network communication protocols, system architecture and technology components are a plus.

Capability to investigate cases by correlating application behavior, application logs and configuration setup to customer questions

Excellent English verbal and written communication skills.

Multicultural approach, responding to our worldwide customer base expectations

Customer centricity: customer and customer satisfaction are the heart of our business

Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priories

Communication & Information gathering- from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers

Analytical thinking: Ability to use a methodical step-by-step approach to break down complex problems or processes into their constituent’s parts, identify causes and effects pa􀆩erns and analyze problems to arrive to an appropriate solution

Team spirit, transparency & knowledge sharing are part of our culture

Positive and collaborative attitude, willing to relate and work closely with all stakeholders.

Can effectively adapt to different situations and demands.

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Summary of the role

The Amadeus Global Customer Care group provides 2nd and 3rd Level Service Desk to support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Amadeus Service Management Center (SMC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third pares involved in the service provided.

As a Customer Support Specialist - part of our worldwide group dedicated to support, you will be responsible for recovering functional and technical incidents and requests.

Your product expertise will be used to enhance team member skills and knowledge and improve the knowledge solutions database, allowing our customers to resolve their issues faster.

Analysis of production/solution issues will be feedback to the Product Management and Service Design groups to enhance Amadeus products and their associated services.

Your main responsibilities

Case Management (for products in scope):

Acknowledge, investigate and as much possible recover/implement incidents

Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers

Provide Amadeus customers with updates on the status of critical problems

Follow-up internally and externally incident resolution progress, with specific focus on identified cases (supporting SAM &account management teams and regional customer care)

Utilize available resources to provide the right product expertise and handle complex functional and technical issues

Responsible for follow-up to match customer service level targets

Handle customers phone calls

Handle first level escalations.

Problem Management.

Provides a single point of contact for specific individual problem taking responsibility for the overall follow-up

Initiate and if required lead task forces on the analysis of complex business problems, including key technical problems, bringing-in other resources as needed to reach resolution and closure of the problem. (in alignment and cooperation with our Regional Customer Care groups)

Knowledge Management.

Improve or complete existing Knowledge Solutions.

Enhance team members' knowledge of incumbent's areas of expertise (products, solutions, customer) through contribution to training sessions and documentation.

Keep self-knowledge up to date with latest applications releases, functionalities, customer basis

Understands, documents and shares toward the internal organization customer business specific.

Contribute to the adoption of Amadeus tools and solutions.

Additional Responsibilities.

Work closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey.

Builds and develops healthy and productive working relationships with Global Operations, R&D, Implementation, Account Managers and Product Managers.

About the ideal candidate

University degree in Computer Science, Information Technology or equivalent.

ITIL Foundation Certification is a plus.

Experience with Amadeus Airlines Products or in Tourism/Airlines industry.

Application Management Experience/Knowledge -with understanding of so􀅌ware development methodologies, knowledge of the network communication protocols, system architecture and technology components are a plus.

Capability to investigate cases by correlating application behavior, application logs and configuration setup to customer questions

Excellent English verbal and written communication skills.

Multicultural approach, responding to our worldwide customer base expectations

Customer centricity: customer and customer satisfaction are the heart of our business

Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priories

Communication & Information gathering- from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers

Analytical thinking: Ability to use a methodical step-by-step approach to break down complex problems or processes into their constituent’s parts, identify causes and effects pa􀆩erns and analyze problems to arrive to an appropriate solution

Team spirit, transparency & knowledge sharing are part of our culture

Positive and collaborative attitude, willing to relate and work closely with all stakeholders.

Can effectively adapt to different situations and demands.

**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, and as 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.