Technical Support Representative

Job Title

Technical Support Representative

Job Title: Technical Support Representative

Position type: Permanent

Location: San Jose, Costa Rica

Job family: Customer Support

Summary Of The Role

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 efficient and prompt customer service, technical support and follow-up on customer requests, in adherence with Customer Support case and phone handling policies and procedures.
• Identify issues and source the necessary information to perform analysis and conduct investigations on cases to identify root and causes.
• Provide escalation support to internal and external customers as assigned.
• Actively contribute to identifying problems and opportunities for application and process improvement.
• Collaborate with Escalation Specialist and align with other verticals to support customer situations.
• Develop and maintain advanced user and technical skills on targeted Amadeus Hospitality products and related tools, as well as a functional knowledge of the hotel industry.
• 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.
• 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.
• 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.
  
  

About The Ideal Candidate

• Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature.
• Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.
• Education: Tertiary qualifications (or equivalent) in a relevant discipline from a college of University.
• Relevant Work Experience: Two to four years of experience within a customer service/help desk environment, supporting software products or related technical training/experience as well as hospitality experience is required.
• Business Understanding:
• Hospitality industry knowledge.
• Equal amount of technical experience and customer service experience.
• 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.
  
  

Skills

• Computing: High level of computer technical aptitude, Microsoft operating systems, networks and Salesforce.
• Language Skills: Proficient in English with additional language requirements based on geographic region.
• Specific Knowledge: Hospitality industry knowledge is required.
• Other: Basic server maintenance and SQL experience are a plus.
  
  

What We Can Offer You

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
• Work hybrid.
• 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.
  
  

Working at Amadeus, you will find