Sr. Technical Customer Service Agent

This position will be responsible for providing telephone and chat support to assist the customer with Amadeus Technical issues and concerns.

Main responsibilities

- Technical assistance to end users. Analyze technical cases and find a solution with remote tools.
- Technical second level support.
- Amadeus Products Support + Local Products support.
- Field Support activities if necessary.
- Understand and comply the regional performance indicators.
- Collaborate with the different departments in special events or projects and pursuit and propose processes improvements in the area as (ei.: call deflection).

Requirements

- English: bilingual - written & spoken.
- Another Language: Portuguese, german, french, chinese, etc.
- PC skills: Strong PC skills and knowledge of MS Office.
- Technical certifications.
- Knowledge in HTTP Protocol.
- Knowledge of HTML or JSON or XML.
- Strong communication and interpersonal skills, telephone skills.
- Customer service oriented.
- Results oriented.
- Good team player.
- Experiences in Hardware and Communications
- Special customer handling skills capable of dealing with distressed customers.
- Knowledge of Amadeus System, and in other GDS is an asset.
- Strong organizational skills with the ability to prioritize customer needs.
- 2 Years Experience in similar position.
- Good Understanding of the travel industry would be an asset.
- Desired: Cisco Certification.

Education

High School. / Diploma /Preferred University degree.
Higher education. Preferable some studies on technical school or computer science.