Position Global Expert Team Analyst

Amadeus • Bogota, NJ

59d • Hybrid

About The Position

The Global Expert Team (GET) Analyst acts as 2nd Level Service Desk to support Amadeus' customers using Amadeus Products and Solutions. The Amadeus GET analyst is involved in providing 2nd level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting and diagnostics. The incumbent is specifically responsible for recovering incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided. The Global Expert Team support group provides dedicated support to the Travel Agency customer sector. The team supports Travel Agency products and solutions on a 24/7 operation

Requirements

• Experience and/or general knowledge of the business.
• Accountable, customer focus and communication skills.
• Analytical thinking, Technical and Functional skills to perform a high level investigation.
• Adaptability and flexibility
• English and Spanish

Responsibilities

• Respond to Amadeus customers' questions concerning Amadeus Products and Solutions (research and validate the application and technical issues) to aid customers in understanding product functionality and outputs, ensuring the highest customer satisfaction.
• Acknowledge, investigate, and conduct logical analysis of complex issues; when possible through recovering incidents using knowledge solutions to restore service as quickly as possible within the service levels.
• Provide Amadeus' customers with updates on the status of critical problems in order to keep them informed on the progress.
• Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world.
• Functional, technical and product expert that allows for the acknowledgement, investigation and when possible recovery of all incoming incidents within contractual SLAs.
• Considered subject matter expert on customer technical set-up and products
• Develop a thorough understanding of the products in order to respond to customer queries and investigate issues.
• Analyze complex system logs in different standard format of structured information (Edifact, XML, JSON) (all the necessary trainings will be provided)
• Create or improve customer specific knowledge and processes
• Recognize repetitive customer issues and known errors to facilitate faster recovery.
• Escalate incidents outside the scope of team competencies. Work collaboratively in a team environment with account managers, product managers, implementation, and development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues/service requests.
• Liaise with members of CMO tams and commercial teams in order to ensure positive end-to-end support of customer
• Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world.

Benefits

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
• Hybrid working model.
• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees