Customer Support Representative

Job description

Job Title Customer Support Representative Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler’s journey, From airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences. Istanbul is one of our strategic engineering hub locations, hosting business units from across the Amadeus ecosystem and working with multinational teams from around the world to shape and create the future of travel. Summary of the Role As a Customer Support Specialist at Amadeus, you will be the primary point of contact for customers seeking assistance with Amadeus Products and Solutions. Your responsibilities will include guiding customers through the functionality, application, and interactions between different solution components. You will acknowledge, investigate, and resolve incidents within agreed service levels, using knowledge solutions whenever possible. If an issue is beyond your scope, you will escalate it to the appropriate 3rd level resolver groups within Amadeus or external service providers and follow up until resolution. Additionally, you will provide customers with updates on the status of critical issues and suggest improvements to the Knowledge Solutions database. You will have the chance to: Respond to Amadeus customers' questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components). Acknowledge, investigate, and, when possible, resolve incidents within service levels using knowledge solutions. Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow up. Provide Amadeus customers with updates on the status of critical problems. Suggest improvements to the Knowledge Solutions database. About the Ideal Candidate: Clear and effective communication, with the ability to explain technical concepts in an accessible way and listen to customers’ concerns. A collaborative approach, working well within a team to achieve positive outcomes for customers. A thoughtful and solution-oriented mindset when addressing challenges or customer inquiries. A customer-focused attitude, always striving to provide helpful and relevant information. The ability to remain calm and maintain a positive, solution-driven approach in all situations. Previous experience in customer support or similar roles will be beneficial. What we can offer you 🎯 A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose. 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions. 🤗 A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being. 💰 A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits and health benefits. 🌟 A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best. 🌈 A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment. 📈 A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees. #LI-EMEA Diversity & Inclusion Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by 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 and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law. Be aware of recruitment scams Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.