- Location
- San Jose, Costa Rica
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Human Resources
- Experience
- 1+ years
- Source
- Workday
Description
Job Title
Summary of the Role
As a Customer Support Analyst, you will provide first-line technical support to Amadeus customers through phone, email, and chat channels. You will investigate and resolve incidents, answer product-related questions, and escalate complex issues when necessary, ensuring a high-quality customer experience and adherence to service levels.
In This Role You'll
Accurately document and manage cases using ticketing systems and knowledge tools.
Contribute to improving internal knowledge resources and support documentation.
Escalate issues to internal resolver groups or external providers when required.
Respond to customer inquiries regarding Amadeus products and solutions.
Investigate, troubleshoot, and resolve incidents and service requests.
Collaborate with cross-functional teams to resolve complex issues.
Keep customers informed about the status of critical incidents.
About the Ideal Candidate
Required Qualifications
1+ year of experience in a Technical Support, Help Desk, Service Desk, or IT Support role.
Ability to manage multiple technical issues and priorities in a fast-paced environment.
Advanced English proficiency (C1 or higher), both written and verbal.
Strong troubleshooting, analytical, and problem-solving skills.
Availability to work in a hybrid model.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
Be aware of recruitment scams
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.