Summary of the role
The Service Management Centre (SMC) acts as a Single Point of Contact for Amadeus’ internal and external customers who use Amadeus Products and Solutions, and is responsible for investigating and resolving more complex Incidents, Service Requests, Amadeus Global Operations liaison and handling phone calls.
The incumbent serves as an investigative functional and technical. The role’s main responsibility is to provide high quality specialized functional and consulting services with the objective of ensuring our clients can be consistently profitable on Amadeus, and therefore being the main contributor to customer loyalty, highest possible account retention and positive account development.
or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided. The role’s advanced level product expertise and advanced communications and decision making skills will be used to liaise closely with team members, Research & Development, Product Management, and Service Design groups.
These advanced skills will also enhance team member's own skills as well as knowledge, and improve the Knowledge solutions database.
Analysis of Product / solution issues will be fed back to the Research & Development, Product Management and Service Design groups, to enhance Amadeus’ products and their associated services.
to ensure highest customer satisfaction.
Troubleshooting of client environment using system & network tools (GoToAssist, PING, TRACERT, LOGS) to help diagnose and / or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.
Log all customer questions and issues into the problem tracking system tool, and assist 3rd level groups with investigation and identifying root cause of problem.
Notifications are in writing and require the need to explain technical issues in non-technical terms.
or external service providers to meet customer expectations regarding the resolution of issues / service requests. Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress
Maintain an up to date knowledge of operational standards, help desk methodologies, technical trends and innovations in the industry.
Relevant work experience
General knowledge of Amadeus fundamentals : history, business, offer, strategy, technology and organization.
2+ years of experience with Amadeus technology, and knowledge of how the applications are integrated with one another to create a successful end to end solution for our customers.
Working knowledge of Amadeus products and solutions.
Our diversity commitment : equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.
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