Amadeus Marketing Phils, Inc.


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Technical Customer Support Representative

  Company :     Working Hours :  

  Job Type :  

Full Time



Job Description
Purpose of the Role: The role of the Customer Support Representative is typically the entry point into the Customer Support organization and is intended to afford the right candidate an opportunity to build on basic computer and customer service skills while providing first line call-center support for basic customer inquiries. You will closely work with our customers who are utilizing our industry leading hospitality solutions by helping them resolve inquiries and issues in a timely manner thus driving further adoption of our products/solutions while also reducing disruption to our customers while they use our products/solutions to run their business.


Your Main Responsibilities:
Support Duties

Serve as Amadeus Hospitality customers’ first level of support via all incoming channels (phone, portal, email, etc.); initially for a specific product/product line with additional products trained as competency increases.
Identify relevant resolution and communicate to clients and peers; distinguish between problem symptoms, and problem cause.
Ensure that a problem is resolved with tenacity using all means and tools at your disposal.
Clearly and effectively document all issues in our CRM; including all troubleshooting steps, each customer interaction/dialog and other salient details.
Ensure a high first contact resolution rate and fast problem solving due to own experience and effective use of the knowledge base. Customer Service Excellence

Maintain the highest level of client satisfaction.
Quickly understand customer needs and impact. Service customer in a fast and efficient manner and apply workarounds if final solution cannot be applied in a short time.
Keep team members, management, clients and Amadeus personnel informed of client issues as needed.
Raise unresolved issues to Team Leads for technical guidance; identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnostic data).
Raise internal/external escalations in accordance with established escalation procedures. Operational Efficiency
Maintain technical knowledge of all Amadeus Hospitality products you support.
Ensure efficient and qualitative case handling by following the defined support process and tools.
Work in line with, and in support of, existing help desk processes and defined service levels. About the Ideal Candidate

Tertiary qualifications (or equivalent) in a relevant discipline from a college of University
Experience within a call center/help desk environment desired.
Experience supporting software products or related technical training/experience desired.
Analytical thinking.
Strong verbal and written communication skills.Â
Basic understanding of Amadeus’ offering
Knows current policies, practices and trends affecting own area
Understands principles of the industry in which we operate

Serve as Amadeus Hospitality customers’ first level of support via all incoming channels (phone, portal, email, etc.); initially for a specific product/product line with additional products trained as competency increases.

 Location: Manila.  How to get there?

 Location: Manila.




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