Product Support Engineer 3

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 incumbent's 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

oCapability to investigate cases by correlating application behavior, application logs and configuration setup to customer questions.

oReservation, Inventory, Ticketing knowledge, hands-on experience is a needed.

·Fluent English

oListening/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.

oSpeaking: Can express him/herself spontaneously, fluently and precisely, differentiating finer shades of meaning even in more complex situations.

oWriting: Can produce clear, well-structured, detailed text on complex subjects.

·Others:

oMulticultural approach, responding to our Scandinavian customer base expectations

oCustomer centricity: customer and customer satisfaction are the heart of our business

oAccountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities

oCommunication & Information gathering from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers

oAnalytical 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

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potentialby 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 receiveconsideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.