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Support Analyst

Amadeus Hospitality Netherlands, BV | Breda | MBO | Fulltime | Sluit 2018-03-10

Are you an enthusiastic, open-minded and ambitious person who likes challenges and getting things done with great value for customer service? Then we are looking for you!

From our office in Breda you will enjoy a varied and challenging job within the Support team. As a Support Analyst you will support our three PMS products.

Job Description

You will be handling incoming requests, problems and questions from our international customers regarding our PMS products. You will analyse, provide technical troubleshooting, and resolve cases and escalate accordingly

We offer a 24/7 coverage to support our customers worldwide. You will be working in shifts together with our Support teams in Atlanta, Singapore and the UK.

In this role you will:

Assist professionally: you will have to assist our customers, vendors and IT companies via phone, e-mail and/or customer portal

  • Inform customers about the progress and status of their case

  • Communicate resolutions in a correct and understandable manner to the customers

Prioritize incidents: you will have to accurately log incoming incidents into a Salesforce System

  • Determine the correct SLA level according to impact and urgency

  • Investigate first level incidents and perform 1st troubleshooting

Share knowledge: you will have to work together with your supervisor and colleagues to share knowledge and to improve processes

  • Discover and report trends within the incidents

Skills:

Qualifications:

  • Fluency in English is a must and one other European language is a plus (Dutch, German, French)

  • Knowledge of the hotel industry and/or with a PMS system and/or online distribution channels is a plus

Soft skills:

  • ​​Excellent communications (oral and written) and interpersonal skills

  • Customer service oriented

  • Strong analytical and problem solving skills

  • Team player, flexible and adaptable personality

  • Eager to learn and develop in-depth understanding of the business

Technical skills:

  • Technically literate or have affinity with technical products

What we can offer you:

  • Working in a global tech company with +15.000 professionals in more than 195 countries
  • Open and modern workplace and an informal atmosphere in Breda’s city centre
  • Great opportunities to explore new technology
  • Competitive compensation and great benefit package such as travel allowance, collective pension scheme, discounted gym membership and participation in yearly bonus program


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