Product Support Engineer 3
- Amadeus
- 4 - 6 years
- Bengaluru
- 1 month ago
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Job Description
Job Title
Job Title
Product Support Engineer 3
Job Description
Key accountabilities *
Case Management for Reservation, Ticketing and inventory
- Responsible for follow-up to match agreed service level targets
- Handle SAS helpdesk questions via phone calls / email or agreed media
- Handle first level escalations
- Acknowledge, investigate and as much possible to resolve at first contact layer.
- Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers
- Provide SAS users with regular updates on the status of incidents logged on their behalf.
- Follow-up internally and externally incident resolution progress, with specific focus on identified cases (supporting account management teams and regional customer care)
- Utilize available resources to provide the right product expertise and handle complex functional and technical issues
- Problem Management
- Provides a single point of contact for specific individual problem taking responsibility for the overall follow-up
- Initiate and if required discussion on the analysis of complex business problems with SAS Business consultant group while leading as an entry point in Amadeus
- Knowledge Management
- Improve or complete existing Knowledge Solutions and document processes.
- Enhance team members knowledge of incumbents areas of expertise (products, solutions) through contribution to training sessions and documentation
- Continual Service Improvement
- Work closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey
- Building Relations
- Builds and develop healthy, productive and agile working relationship with SAS and Amadeus stakeholders in case management
- Keep self-knowledge up to date with latest applications releases, functionalities for SAS.
- Contribute to the adoption of Amadeus tools and solutions
Education:
University degree preferred
ITIL Foundation Certification is a plus
Relevant Work experience:
Minimum 2 years working with Amadeus Products or Travel Industry / Airlines Industry
Specific competencies :
Master Incident/Ticket Handling and ITIL processes
o Capability to investigate cases by correlating application behavior, application logs and configuration setup to customer questions.
o Reservation, Inventory, Ticketing knowledge, hands-on experience is a needed.
Fluent English
o Listening/Reading: Can understand with ease everything heard or read. Can understand a wide range of demanding, longer texts, and recognize implicit meaning. Can summarize information from different spoken and written sources.
o Speaking: Can express him/herself spontaneously, fluently and precisely, differentiating finer shades of meaning even in more complex situations.
o Writing: Can produce clear, well-structured, detailed text on complex subjects.
Others:
o Multicultural approach, responding to our Scandinavian customer base expectations
o Customer centricity: customer and customer satisfaction are the heart of our business
o Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities
o Communication & Information gathering from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers
o Analytical thinking: Ability to use a methodical step-by-step approach to break down complex problems or processes into their constituents parts, identify causes and effects patterns and analyze problems to arrive to an appropriate solution
Team spirit, transparency & knowledge sharing are part of our culture
Diversity & Inclusion
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security,
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time
Contact Details:
Company: AmadeusLocation(s): Bengaluru
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Keyskills: Service level Helpdesk SAS Analytical Problem management Agile Account management Management Product support Amadeus
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Amadeus
www.amadeus.co.in Customer support 24x7 , Business Development and Telecalling 1-3 years experience
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