Job Title

Technical Support Delivery specialist
Purpose of the Role

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions and maintaining the highest level of customer satisfaction. Amadeus Hospitality's Technical Support team offers second-line support to its global customer base in the hospitality industry and has a strong influence on customer and internal operational needs.

The primary purpose of this role is to design and implement global Technical Support standards and procedures in a harmonized manner for all Hospitality solutions. You will serve as a leader representing the department on cross-functional enterprise programs and initiatives, ensuring enterprise-level support readiness for customers and Amadeus Support teams for the Amadeus Central Reservation System (ACRS).

Main Responsibilities

• Maintain working knowledge of Hospitality solutions and integrations, and recommend, design, document, and implement global Technical Support standards and procedures in a harmonized manner with a focus on ACRS and improving operational efficiency.
• Participate in support-related pre-sales activities for major corporate deals by responding to Requests For Information (RFI) and Requests For Proposal (RFP), and serve as a leader representing the Technical Support Team on cross-functional enterprise programs to implement new solutions and service offerings.
• Lead the team's effort to onboard major corporate customers for our state-of-the-art Amadeus Central Reservations System (ACRS), and collaborate with new ACRS corporate customers to ensure enterprise-level support readiness for both the customer and Amadeus Support teams.
• Design, document, and test the integration of our customer's Incident Tracking System with the Amadeus Incident Tracking Systems for key ACRS implementations.
• Identify technical needs (e.g., logging, tooling), technology improvements, and general areas needing improvement within the department. Make recommendations on how to address these needs and represent Technical Support in the design, implementation, and rollout.
• Engage in continuous improvement tasks and activities to enhance operational efficiency and customer satisfaction.

Candidate Profile

Education

• Tertiary qualifications (or equivalent) in a relevant discipline from a college or university.
• ITIL certification(s) are a plus but not required.

Experience

• 5+ years of relevant experience in a customer-facing Technical Support role or equivalent experience.
• Project, operations, and change management experience.
• Experience working with enterprise corporate customers.
• Experience creating, documenting, and training operational standards and procedures.
• Knowledge of Salesforce, ServiceNow, and/or other ticketing systems is a plus.

Business Understanding

• Hospitality industry knowledge is a plus.
• Strong customer service, problem-solving, time management, and team-building skills.
• Strong verbal and written communication skills.
• Highly motivated with a demonstrated ability to work in both a team environment and independently.

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Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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