Web Solutions Customer Support Analyst

Amadeus • San Jose, CA

1d

About The Position

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality’s award winning Customer Support team offers first line support to its global customer base in the hospitality industry. The first priority of the Customer Support team is to help every customer be more successful in using our products. The Customer Support Analyst team are subject matter experts on our industry leading hospitality solutions who provide advanced level of support to customers and front-line support team members. In this role you’ll: Provide additional Subject Matter Expert (SME) support to other Analysts. Collaborate with Escalation Specialist on customer situations. Develop and maintain advanced user and technical skills on targeted Amadeus Hospitality products and related tools, as well as functional knowledge of the hotel industry. Demonstrate advanced knowledge within the support team including having access to different tools for advanced troubleshooting and case resolution tactics. Upgrade, update, and enhance current websites for responsive design and optimized user interface; update content and graphics; monitor performance and results. Convey client concept, code, and publish standards-based content for a variety of devices, including desktop, mobile and tablets. Add ecommerce and media tracking tags into the GTM container. Follow testing and QA processes to help ensure client satisfaction. Provide enhanced customer service experiences through direct communication to clients and internal partners ensuring timely and accurate issue resolution. Track and document client issues through established processes and deadlines. Implement and customize web analytics and website optimization code based on business needs, specifically Google Analytics, Google Tag Manager, and tracking codes from online media vendors, such as Google Ads, DoubleClick, Sojern, Facebook, and others using JavaScript, HTML within Amadeus’s Proprietary Content Management System (CMS) and Online Reservation systems. Customer Service Excellence Maintain a high level of verbal and written communication with customers, internal and external, throughout each customer interaction to ensure the highest level of client satisfaction. Keep team members, management, clients and Amadeus personnel informed of client issues as needed. Raise internal/external escalations in accordance with established escalation procedures. Operational Efficiency 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. Relay requests to any further resolution group. Work effectively within and across departmental teams and peer groups, developing and maintaining collaborative partnerships, including responsibility to document and transfer cases to Tier 3 and/or Level 2/3 technical teams for advanced investigation. Participate in the development and advancement of targeted Amadeus Hospitality products, including process documents, as well as participating in user acceptance testing to validate functionality and client/support accuracy.

Requirements

• Bachelor's Degree preferred and or equivalent work experience
• 1-2 years of practical experience supporting design and development of CSS, JavaScript, and HTML.
• Experience utilizing issue tracking systems, such as Salesforce or Asana.
• 1-2 years’ experience with web development technology and Web content management systems such as WordPress, Wix, Joomla, etc.
• Strong customer service, problem solving, time management and team building skills are essential
• Analytical thinking
• Exceptional verbal and written communication skills
• Highly motivated with demonstrated ability to work in both a team environment and independently
• Ability to effectively provide support to multiple teams with varying skill sets/knowledge
• Willingness to learn and adapt to new web-related tools and technologies as defined by the Web Product team.
• Windows OS / HTML / CSS / JavaScript / Google Tag Manager (GTM) / Image / Graphic management tools
• Highly proficient in English with additional language requirements based on geographic region.

Nice To Haves

• Front-end development experience a plus
• Knowledge of image and graphic design tools (e.g., Canva, Photoshop, or similar).
• Knowledge of Google Tag Manager (GTM) or other Tag Manager platforms.
• Basic understanding of DNS records and domain configurations.
• Hospitality knowledge and experience with call centers and/or technical support desired with a focus on Web and IT Software

Responsibilities

• Provide additional Subject Matter Expert (SME) support to other Analysts.
• Collaborate with Escalation Specialist on customer situations.
• Develop and maintain advanced user and technical skills on targeted Amadeus Hospitality products and related tools, as well as functional knowledge of the hotel industry.
• Demonstrate advanced knowledge within the support team including having access to different tools for advanced troubleshooting and case resolution tactics.
• Upgrade, update, and enhance current websites for responsive design and optimized user interface; update content and graphics; monitor performance and results.
• Convey client concept, code, and publish standards-based content for a variety of devices, including desktop, mobile and tablets.
• Add ecommerce and media tracking tags into the GTM container.
• Follow testing and QA processes to help ensure client satisfaction.
• Provide enhanced customer service experiences through direct communication to clients and internal partners ensuring timely and accurate issue resolution.
• Track and document client issues through established processes and deadlines.
• Implement and customize web analytics and website optimization code based on business needs, specifically Google Analytics, Google Tag Manager, and tracking codes from online media vendors, such as Google Ads, DoubleClick, Sojern, Facebook, and others using JavaScript, HTML within Amadeus’s Proprietary Content Management System (CMS) and Online Reservation systems.
• Maintain a high level of verbal and written communication with customers, internal and external, throughout each customer interaction to ensure the highest level of client satisfaction.
• Keep team members, management, clients and Amadeus personnel informed of client issues as needed.
• Raise internal/external escalations in accordance with established escalation procedures.
• 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.
• Relay requests to any further resolution group.
• Work effectively within and across departmental teams and peer groups, developing and maintaining collaborative partnerships, including responsibility to document and transfer cases to Tier 3 and/or Level 2/3 technical teams for advanced investigation.
• Participate in the development and advancement of targeted Amadeus Hospitality products, including process documents, as well as participating in user acceptance testing to validate functionality and client/support accuracy.

Benefits

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
• 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees