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5 дней назад - 20.10.2021

Customer Support IT Expert (2nd level of support)

Amadeus Ukraine

Адрес: Киев, Контрактовая площадь
Контакт: Дмитрий Кононыхин

Purpose

As a Customer Support Expert, you will act as 2nd level of support and you will analyse and resolve functional and technical incidents or escalate them to resolver teams.
Your functional expertise will be used to improve the internal knowledge documentation or to represent the Customer Support to internal counterparts.

Key Accountabilities

  • Acknowledge, investigate and when possible recover incidents within service levels agreements.
  • Analyse complex system logs in different standard format of structured information (Edifact, XML, JSON)
  • Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
  • Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
  • Provide updates to Amadeus customers on the status of incidents.
  • Represent the Customer Support as a functional expert in internal meetings and provide suggestions of enhancement of various topics (processes, tools, etc.).
  • Improve/complete existing knowledge documentation. If missing, propose new knowledge content and validate with the manager and internal counterparts.
  • Enhance team members' knowledge on functional features through contribution to training sessions and documentation.
  • Provide premium support services and collaborate with internal account teams.

Education

Master Degree in Engineering, Business school or tourism area with IT specialty

Specific competencies

  • Analytic on IT systems and complex products (knowledge of structured formats is a plus)
  • Communication (verbal and written) in English
  • Customer-centricity
  • Accountability & Proactivity
  • Pedagogy
  • Team spirit
  • Ability to set and manage priorities judiciously as well as to work under time pressure

Knowledge of Amadeus GDS with understanding of the travel industry is preferred

The Company Offers :

  • Financial stability
  • Legal employment
  • Professional growth
  • Professional training and development
  • Comfortable working environment
  • Inspiring and dynamically changing environment

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