Customer Support Representative

As a Second-Level Customer Support Representative, you will provide personalized and high-quality assistance to clients encountering complex functional and technical issues joining the Amadeus Global Support team .

Main responsibilities:

• Promptly acknowledge, investigate, and resolve incidents in accordance with service level agreements.

• Respond to inquiries from Amadeus customers regarding the functionality and use of Amadeus Products and Solutions, including interactions among various solution components.

• Escalate incidents beyond team expertise to third-level resolver groups within Amadeus or to external service providers, ensuring thorough follow-up.

• Provide regular status updates to customers concerning their incident reports.

• Serve as a subject matter expert for Customer Support in internal meetings with European colleagues and external meetings with service providers.

• Analyze complex system logs formatted in various structured data standards (such as Edifact, XML, and JSON); comprehensive training will be provided.

About the ideal candidate

• Customer support experience ideally in the travel industry

• Knowledge of Amadeus products and systems.

• Strong customer focus

• Demonstrated accountability and proactivity

• Effective teamwork and collaborative spirit

• Ability to manage and prioritize tasks efficiently, particularly under time constraints

• Proficient communication skills in English, both verbal 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.

• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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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. 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.