Customer Support Associate

Job Title Customer Support Associate Responsibilities First Level Support - Serve as Amadeus customers' first level of support for all products and solutions via phone, My Amadeus Services and/or other channels in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels and ensure high first contact resolution rate and fast problem solving due to own experience, advanced skills and knowledge. Support Duties - Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis. - Utilise full product, including local specific products and solutions, knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnosis). - Identify general outages and service-disruption and act according to the defined help desk escalation procedures. - If problem cannot be solved in 1st Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to customer until case is closed - Instantly report Master incidents to Service Operations. - Keep close contact with the customer and provide the solution mainly over phone, e-mail, My Amadeus Services and with the help of rem