Global Expert Team Analyst
- Taguig City, Metro Manila
- Permanent
- Full-time
- Recover functional and technical Incidents and Requests or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided.
- Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature.
- Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.
- May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business
- Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
- Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
- Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
- Provide Amadeus customers with updates on the status of critical problems.
- Suggest improvements to Knowledge Solutions database.
- Bachelor’s degree holder
- Has experience in handling functional and technical incidents and requests
- Has experience in handling customers questions and concerns
- Has experience in investigating and recovering of incidents
- Strong working knowledge on Amadeus Products. Familiarity with reservations, ticketing, cancellations, resolving complaints, refunds, flight issues and delays, etc.
- Strong customer service, problem solving and analytical skills.
- Technical understanding of the travel industry
- Amenable to work in BGC Taguig, on a Hybrid Work Setup