Technical Support Analyst

Amadeus Hospitality’s award winning Customer Service Center offers first line support to its worldwide customer base in the hospitality industry. This position provides first line call center support for customers utilizing our industry leading services optimization solutions. The first priority of the support team is to help every customer be more successful in using our products.

Responsibilities

Resolve support calls for customers via phone, email, customer portal or LiveChat

Communicate and document known resolutions to problems or issues into a computerized tracking system

Log all calls and communication into cases using Salesforce

Create and close cases using Salesforce (CRM)

Escalate cases to Second Tier Support as required

Participate in 24/7 Support; on call after hours and on weekends through a rotating schedule

Stay current with all Service Optimization product updates and procedures

Assist with Interface Installation and Troubleshooting

Create the image of extreme value in the customer’s mind

Provide the customer with exceptional service

Maintain a professional demeanor in the office and when interacting with clients

Job Requirements: The successful candidate will have

Strong communication, customer service, problem solving, time management and team building skills

Have the ability grasp new concepts easily and convey those concepts to others

Bachelor’s degree in a related field

At least 2 years’ experience within the hospitality industry

Highly motivated and demonstrate the ability to work in a team environment and independently

The following skills are desirable:
Technical training experience

Understanding of mobile platforms and applications, including iOS and Android

Experience with Oracle – Micros OPERA

Experience with Agilisys LMS

Experience with Springer Miller SMS

Knowledge of current Amadeus Hospitality products

Experience with the Salesforce.com platform