Customer Support Representatives - eCommerce Online Travel Agencies

Summary of Responsibilities:

The Amadeus Service Management Centre (SMC) acts as Single Point of Entry for Online Travel Agency customers using Amadeus solutions worldwide. The Amadeus SMC manages Incidents, Service Requests and phone calls directly from key online customers requiring quality services to ensure their business continuity.

Amadeus is seeking highly motivated staff members who are experienced in supporting online customers and can handle technical, functional and service related issues for this customer group.

Major Responsibilities:

· Respond to Amadeus customers questions concerning Amadeus Solutions (functionality, application, interactions between different solution components).

· Acknowledge, investigate and recover incidents within service levels.

· Escalate incidents and work closely with 3rd level resolver groups to quickly recover customer business issues.

· Provide Amadeus customers with updates on the status of problems within agreed time frames.

· Contribute to knowledge database and customer information database.

· Support product/solution installations and updates as well as database configurations.

Requirements:

Education:

• High School degree or 4 year degree in IT
• Certification on IT Systems, ITIL Fundamentals and ITIL V2

Relevant work experience:

• 2 years experience in handling customer support issues for online travel agents
• Previous experience in a Help Desk/Customer Service environment will be highly beneficial

Business understanding:

• Excellent understanding of the Tourism and Travel Business and of Support Business

Specific knowledge

• Strong functional and technical skills on Amadeus GDS infrastucture
• Good knowledge of other GDS functionality
• IATA Fares and Ticketing
• API/Web Services
• e-Retail or experience in managing web site content
• An understanding of the ITIL methodology will be highly beneficial

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