Customer Support Associate

Amadeus
Lisbon
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Active listening","Empathy","Analytical thinking","Decision-making under pressure"]

Provide shift-based technical support for passenger self-service solutions used by airlines and airports. You will respond to customer inquiries, triage and investigate incidents and alerts, determine root causes using monitoring and log tools, and restore contracted services within SLA timeframes. The role also includes documenting errors and resolutions, updating support documentation, delivering training to airport IT stakeholders, and performing incident, change, and problem management.

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FursaFursa
Amadeus
Amadeus
1 day ago

Customer Support Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Provide shift-based technical support for passenger self-service solutions used by airlines and airports. You will respond to customer inquiries, triage and investigate incidents and alerts, determine root causes using monitoring and log tools, and restore contracted services within SLA timeframes. The role also includes documenting errors and resolutions, updating support documentation, delivering training to airport IT stakeholders, and performing incident, change, and problem management.
Location: Lisbon
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Respond to customer enquiries about Amadeus self-service solutions via different channels and take ownership from acknowledgement to resolution.
  • •Log and triage incidents (including those from monitoring tools), investigate root cause, lead investigations, and ensure resolution within SLA timeframes.
  • •React to proactive alerts, investigate root causes, update alert management tooling, and escalate out-of-scope issues.
  • •Identify recurring problems and known errors, log problems with relevant logs for R&D investigations, and verify/close records once resolved.
  • •Create and update support documentation, work with the service design team on new support models, and deliver training for airport IT solutions.

Key Requirements

  • •Strong understanding of IT infrastructure, including cloud environments, networking, and hardware troubleshooting.
  • •Ability to perform incident management, change management, and root cause analysis with precision.
  • •Comfortable working with complex systems and tools to diagnose and resolve technical issues.
  • •Strong analytical skills and the ability to make decisions under pressure.
  • •Excellent communication skills to interact with airline/airport staff and internal teams.
Skills:CommunicationActive listeningEmpathyAnalytical thinkingDecision-making under pressure
Certifications:CompTIACiscoMicrosoft
Languages:English
Tech Stack:UnltraVNCKibanaLog analysis

Company Brief

Amadeus
Provides technology solutions for the global travel industry, including reservation systems, distribution, airline IT, hospitality, and data-driven services to travel providers, agencies, and OTAs to manage bookings and operations.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Madrid, Spain
Founded: 1987
WebsiteLinkedIn