Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions while maintaining the highest level of customer satisfaction. Award-winning Amadeus Customer Support, a best-in-class organization that offers first line support to our global customer base in the hospitality industry, is a key component in that global strategy. Customer Support ensures that Amadeus customers can obtain the full value of their investment in Amadeus.

This role can be in San Jose, Costa Rica or Portsmouth NH.

Summary of the role:

The Customer Support Integration Specialist position provides advanced (Tier 2) support to Amadeus Hospitality customers utilizing integrations between their Sales & Catering (Delphi) and PMS products. This includes first line call-center support and resolution of escalated issues for integration cases. The first priority of the support team is to help every customer be more successful in using our products and solutions.

In this role you'll:

• Provide advanced (Tier 2) support to Amadeus Hospitality customers and internal Amadeus Hospitality resources utilizing integrations between their Sales & Catering and PMS products.

• Escalate unresolved issues to the Level 2 Tech Support team in accordance with Support escalation procedures.

• Track and escalate unresolved issues to Support Management in accordance with Support escalation procedures.

• Communicate and document known resolutions to problems or issues.

• Document customer-related issues in an easy-to-understand narrative format for communication and consumption by internal resources.

• Maintain technical knowledge of all supported Amadeus Hospitality integrated products through internal training and hands-on experience.

• Keep team members, management, customers and Amadeus Hospitality personnel informed of customer issues.

• Maintain the highest level of customer satisfaction .

About the ideal candidate:

• Hospitality or travel industry professional

• 1-3 years of experience supporting software products within a call center/help desk environment or related technical training/experience required

• Technical Competencies:

  • Experience with the Salesforce.com platform required.

  • Knowledge of remote access and remote troubleshooting tools and methodologies-including WebEx, VPN, and Microsoft Teams required

  • Familiarity with one or more Property Management Systems (PMS)-Oracle/Micros Opera, Agilysis, LMS, HMS, Springer Miller SMS, Amadeus Cloud PMS, Amadeus IDPMS, Amadeus PM Pro, etc... preffered

  • Knowledge and experience working with integrated software

  • Familiar with and able to read and understand formatted messages-e.g. XML and json

• Preferred Qualifications:

  • Salesforce.com administration and configuration

  • Property Management Systems administration

• Knowledge, Skills, and Abilities:

  • Self-guided learning and the ability to apply concepts to real scenarios

  • Critical thinking and technical problem solving

  • Ability to understand customers' needs and translate those needs into action to resolve an issue

  • Ability to work effectively both independently and within a team dynamic

  • Effective communication, both verbally and in writing

  • Strong organizational skills with a high attention to detail

What we can offer you:

• Get rewarded with competitiveremuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Work from anywhere:onsite, hybrid or fully remote.

• Professional development to broaden yourknowledge and enhance your skillswith on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process:

The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV and apply today!

Working at Amadeus, you will find

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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