Product Support Engineer

Job Title

Purpose of the role

At Amadeus Hospitality, we envision a 5-Star Operational Model aimed at delivering world-class service within the hospitality industry. Our key aspirations include enhancing customer satisfaction, improving service delivery, and achieving cost-effective operations to support anticipated growth. 
As a Product Support Support Engineer, you will provide timely and professional assistance to clients using Amadeus Hospitality products, ensuring smooth functionality and issue resolution. You'll investigate and escalate technical incidents, drive support process enhancements and improvements, provide leading contributions to knowledge base improvements, and communicate clearly with diverse stakeholders. Success in this role requires strong analytical skills, strong communication skills, deep product familiarity of  hospitality systems,  and a commitment to flexible, customer-focused service delivery.
 

In this role you'll:

• Analyse and correct problems received from Amadeus product users according to agreed service levels. Respond to customer requests for information concerning system functionalities, system status, down time, procedures, installations, set-up, error messages and general services.
• Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions. Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
• Provide customer relationship management services.
  Maintain problem tracking records and work orders.
  Coordinate new customer implementation and modifications affecting existing customers.
  Process ad-hoc end user maintenance database updates according to procedures and schedules. 
  Contribute to internal documentation and support tools.
• Provide Amadeus customers with updates on the status of critical problems.
• Drives improvements to Knowledge Solutions database and evolving customers and technical support processes to accelerate incident resolution recovery and resolution time frames.  Act as subject matter expert in the area of expertise

About the ideal candidate

•  A degree in business administration, operations management, engineering, IT or a related field.
• 5- 6+ years demonstrated experience in a Customer Service/Technical Support/IT Support Environment or equivalent experience, with a problem solving and quality focus.
• Hospitality industry knowledge is an advantage.
• Equal amount of technical aptitude balanced with customer service experience.
• Strong customer service, problem solving, time management and team building skills.
• Analytical thinking.
• Strong verbal and written communication skills.
• Highly motivated with demonstrated ability to work in both a team environment and independently.
• Willing and able to work flexible hours, including weekends, as part of a rotating shift schedule to support our Global Customer base.
• Microsoft operating systems, networks, Salesforce - desired, but not required.
• High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts.  Familiarity with Microsoft operating system environments and open source platforms.  SQL, Azure, XML, API, HTML, Java, Angular, ColdFusion, PHP, Perl, .net experience a plus.
• Technical Support experience Hospitality industry knowledge is beneficial.
• Familiarity with components such as Configuration Management, Rates and Inventory management, Booking Workflows, and reporting tools is essential. Systems such as Amadeus CRS are designed for high availability and scalability 
• Open to work in a hybrid set-up.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.