Customer Support Representative

1104 Amadeus Customer Service Center Americas S.A.
San Jose, Full Time
POSTED ON 10/28/2023
Job Title Customer Support Representative Job Title Customer Support Representative Job Title Customer Support Representative Job Title: Customer Support Representative Position type: Permanent Location: San Jose Job family: Help Desk About Your Business Area/Department : The Customer Technical Support Representative will act as a liaison to provide product/service information and resolve any technical problems that our customers might face with accuracy and efficiency. Summary of the role: You will be the entry point into the Hospitality Technical Support organization which is intended to afford the right candidate an opportunity to build on Technical computer and customer service skills while providing first line help desk support for technical customer inquiries. You will work hand in hand with our customers who are utilizing our industry, leading hospitality solutions by helping them resolve inquiries and issues in a timely manner thus driving further adoption of our products/solutions while also reducing disruption to our customers while they use our products/solutions to run their business. In this role you’ll: Learns, understands, and promotes self-service tools Meet and\or exceeds established Key Performance Indicators – case closure rates, quality assurance, customer satisfaction Application of best practice technical support skills Respond to customer inquiries via phone, chat and email The ability to adapt and productively interact with clients via, phone, email, and chat. Define problems by using product knowledge to establish facts and draw conclusions. Accurate tracking and documentation throughout the lifecycle of each customer inquiry using Salesforce cases Document all details and subsequent interactions, research, etc. in the case. Daily follow up to see through with case resolution and ensure customer satisfaction. Providing guidance with details to the client. Convey important messages through concise, precise, and effective written and verbal communication. Pushback to the client for resolution when possible – most of our tool’s features are self-manageable (for this, agents need to explain them how it’s done but always encourage them to perform it) Resolve customer issues Quickly identify the impact of the reported issue (Can I perform the task? Do I need to escalate to the following tier? Do I need to advise my supervisor? etc) Seek known resolution from Knowledge Base, and if not available, develop and document resolution Tasks: Trouble shoot data discrepancies between systems. Ability to trace data transfer between different systems and databases to determine where the issue lies and determine how to resolve the discrepancy. Provide access to different programs/systems Troubleshoot Devises, especially browser compatibility issues Troubleshoot specific system errors About the ideal candidate: Education: Bachelor’s Degree Relevant Work Experience: Minimum of 1 year experience within a technical help desk environment. Technical Aptitude. Experience supporting software products or related technical training and/or experience. Analytical thinking. Strong verbal and written communication skills. Business Understanding: General knowledge of the Hospitality or Travel industry Skills: Computing: Microsoft operating systems, networks, Salesforce. Languages: Proficient in English with additional language a plus. Specific Knowledge: Hospitality industry knowledge. What we can offer you: Get rewarded with competitive remuneration, 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 your knowledge and enhance your skills with 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! 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. 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. At Amadeus we’re powering better journeys through travel technology, creating the new and unexpected in the world of travel. And so can you! We’re a global team of over 16,000 professionals of 149 nationalities, working across 190 countries. Join us to add your voice to our diverse mix for better discussions, decisions and outcomes for everyone. Be innovative. Be impactful. Be Amadeus.

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