Hotel Application/Systems Technical Support (Reservation Systems)

Job description

Job Title Hotel Application/Systems Technical Support (Reservation Systems) Summary of the role At Amadeus Hospitality, we are committed to delivering high-quality and supportive customer service. Our Customer Support Operations team plays an essential role in helping our global hospitality clients succeed with Amadeus solutions. We focus on responsiveness, professionalism, and accessible product knowledge to ensure every customer interaction contributes positively to their experience and operational efficiency. The Customer Care Analyst is a key role within our support organization, providing first-line assistance and building skills in technology and service delivery. By addressing inquiries in a timely and accurate manner, you will help customers maximize the value of our solutions, reduce disruptions, and strengthen long-term adoption. This role offers opportunities for growth while contributing to our mission of delivering dependable, customer-centered support across the hospitality industry. In this role you’ll / Your main responsibilities • Serve as the first point of contact for Amadeus Hospitality customers across phone, portal, and email channels, beginning with an assigned product and expanding as your knowledge develops. • Identify customer needs and communicate clear and effective resolutions by distinguishing between symptoms and root causes. • Use available tools, systems, and support channels to resolve customer questions and escalate when needed. • Document customer interactions and troubleshooting steps clearly and consistently within the Customer Relationship Management (CRM) system. • Apply product knowledge and available resources to address customer questions on first contact whenever possible. • Other duties and responsibilities as assigned About The Ideal Candidate • Have completed tertiary education (or equivalent) in a relevant discipline. • Bring experience in technical support or help desk environments, including phone, chat, or case management. • Are familiar with hotel software solutions or related hospitality systems. • Demonstrate analytical thinking, problem‑solving skills, and clear communication with diverse audiences. • Are committed to learning Amadeus Hospitality product offerings and staying informed about policies, practices, and trends that influence customer support. Additional expectations: • Understanding of hospitality industry principles that support effective customer engagement. • Ability to participate in a rotating shift schedule, including weekends, with schedules communicated in advance. Bonus Skills if you have • Knowledge of Microsoft operating systems, networks, and Salesforce (desired but not required). • Experience in technical support, hospitality operations, or both. • Familiarity with Configuration Management, Rates and Inventory Management, Booking Workflows, and reporting tools. • Understanding of how Property Management Systems (PMS) interface with Central Reservation Systems (CRS) for reservation activities, including troubleshooting synchronization issues. • Awareness of how hotel inventory and pricing are distributed through Online Travel Agencies (OTAs), switches, and tour operators, including cache mechanisms and pricing logic. • Strong interpersonal skills and the ability to explain technical concepts in a clear and supportive manner. What we can offer you • A meaningful mission—helping power the future of travel through impactful work. • A global workplace culture shaped by diverse teams, shared values, and a collaborative spirit. • Comprehensive learning opportunities through on‑the‑job experiences, training programs, and daily interactions. • An environment that supports both professional growth and personal well‑being. • Competitive compensation, including salary, incentives, and caregiving and health benefits. • A flexible working model to help you do your best work. • A diverse and inclusive community committed to fostering belonging. • A company that values trust, reliability, and consistent partnership with customers and employees. #Ll-APAC24 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. 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.