SR. TECHNICAL CUSTOMER SERVICE AGENT

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Empresa

Amadeus

Descripción de la Empresa

Amadeus provides the technology that keeps the travel sector moving – from initial search to making a booking, from pricing to ticketing, from managing reservations to managing check-in and departure processes. Our ambition is to facilitate the entire travel journey from door to door, whilst improving the travel ‘experience’ for hundreds of millions of people every year. This is achieved by connecting key players in the travel industry: travel agencies, corporations, airlines, airports, hotels, railways and more. We provide these companies with the tools to serve travellers better and to manage their own business more effectively. Amadeus is at the heart of the global travel industry. We are dedicated to working with our customers and partners to shape the future of travel.

Provincia

SAN JOSÉ

Localidad

Pavas, Oficentro "La Virgen II"

Tipo de Contratación

Tiempo Completo

Descripción de la Plaza

Summary of the role

This position will be responsible for providing telephone and chat support to assist the customer with Amadeus Technical issues and concerns.


Main responsibilities

Technical assistance to end users. Analyze technical cases and find a solution with remote tools.
Technical second level support.
Amadeus Products Support + Local Products support.
Field Support activities if necessary.
Understand and comply the regional performance indicators.
Collaborate with the different departments in special events or projects and pursuit and propose processes improvements in the area as (ei.: call deflection).

Requirements

English: bilingual - written & spoken.
Another Language: Portuguese, german, french, chinese, etc.
PC skills: Strong PC skills and knowledge of MS Office.
Technical certifications.
Knowledge in HTTP Protocol.
Knowledge of HTML or JSON or XML.
Strong communication and interpersonal skills, telephone skills
Customer service oriented.
Results oriented.
Good team player.
Experiences in Hardware and Communications
Special customer handling skills capable of dealing with distressed customers
Knowledge of Amadeus System, and in other GDS is an asset.
Strong organizational skills with the ability to prioritize customer needs.
2 Years Experience in similar position.
Good Understanding of the travel industry would be an asset.
Desired: Cisco Certification.

Education

High School. / Diploma /Preferred University degree.
Higher education. Preferable some studies on technical school or computer science.

Mínimo Nivel Académico Requerido

Bachillerato/Preparatoria/Secundaria

Mínimo Nivel de Inglés Requerido

Avanzado

Mínima Experiencia Laboral Requerida

2 años

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