Customer Support Analyst – Talent Pool

About the role

As a Customer Support Analyst you will join Amadeus’ talent pool to deliver first‑line technical assistance to customers via phone, email and chat. You’ll investigate incidents, answer product questions and ensure a high‑quality experience while meeting service‑level targets.

Key responsibilities

• Document and manage cases using ticketing and knowledge‑base tools.
• Provide accurate responses to customer inquiries about Amadeus products and solutions.
• Investigate, troubleshoot and resolve incidents and service requests.
• Escalate complex issues to internal resolver groups or external providers.
• Collaborate with cross‑functional teams to resolve challenging problems.
• Keep customers informed on the status of critical incidents.
• Contribute to improving internal knowledge resources and support documentation.

Required profile

• At least 1 year of experience in technical support, help desk, service desk or IT support.
• 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 abilities.
• Willingness to work in a hybrid model.

Required skills

• Ticketing system usage.
• Knowledge‑base tools.

What we offer

• Opportunity to work for a global leader in travel technology.
• Inclusive and diverse workplace culture.
• Hybrid work arrangement.