Job Title
The Global Escalation Team (GES) acts as a Level-2 Help Desk to support Amadeus customers using Amadeus’ products and solutions. The GES team is the single point of contact for incidents and service requests from customers.
This position will support the Amadeus ACRS (Central Reservation Systems) and APMS solutions (Property Management Systems), serving enterprise hospitality organizations.
The GES Representative is responsible for recovering functional and technical incidents and requests or assigning them to resolver groups as needed as well as monitoring the solutions to comply with customer SLAs.
In this role you’ll / Your main responsibilities
- Maintain in-depth knowledge of a product or set of products
- Investigate and resolve escalated incidents which originated from customer inquiries
- Investigate and resolve escalated incidents and inquiries originating from internal resources
- Troubleshoot complex issues
- Participate in resolving major incidents
- Document all incident investigation actions in an easy-to-understand narrative format for communication to Development and consumption by internal resources
- For incidents requiring Level-3 assistance, escalate and partner with Development and Operations teams in accordance with defined escalation procedures
- Document incident resolutions in a clear and concise manner
- Empower, coach and knowledge share with Customer Support and Technical Support teams.
- Contribute to SLO and SLA compliance
- Keep team members, management, customers and other Amadeus personnel informed of customer issues
- Other duties as assigned
- Works as part of a 24x7x365 team ensuring support coverage to Amadeus customers throughout the year including some holidays and weekend days
About the ideal candidate
- Familiarity with Microsoft operating system environments and open-source platforms.
- SQL, Azure, XML, API, HTML experience a plus.
- High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts
- Knowledge of hotel solutions and technologies is a plus (ex: property management, central reservation, and channel management)
- Proficient in English with additional European language
Your Skills:
- Analytical thinking
- Highly motivated with demonstrated ability to work in both a team environment and independently
- Strong customer service, problem solving, time management and team building skills
- Highly self-motivated, service oriented professional with the ability to communicate effectively with people at all levels and experience
What we can offer you
An extensive range of benefits including:
- You will be part of a multi-cultural team with international scope
- You will benefit from a permanent contract and a competitive employee benefits package such as pension plan, travel, life and healthcare insurance as well as lunch allowance
- You’ll be joining one of the world’s top software companies to power better journeys
- You will be based in Barcelona Office (Spain), Hybrid Model
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
