About the role
Job Title Customer Support Associate Summary of the role Customer Support Associate provides shift-based technical support for passenger self-service products used by global airlines and airports. In this role, they take calls directly from passenger facing agents or airport/airline helpdesks. They also react to automatically logged incidents and alerts generated by sophisticated surveillance tools. The products supported include passenger processing equipment installed at airports (auto bag drop units, check-in kiosks, bio pods, auto boarding gates) as well as the cloud and network infrastructure that enable passenger self-service processing. In addition, software based products supported include White Label application, touchless bag tagger, passenger reconciliation, on-airport and off-airport check-in. Required to perform incident management to restore the contracted service to a working status, change management to change the contracted service, physical support of the hardware devices at the airport and customer reporting for the contracted services. This is a shift based roles with rostered shifts on all 365 days of the year supporting the global customers Incident Management Respond to customer enquiries (via different channels) concerning Amadeus Self-service solutions. Take ownership of customer issues from acknowledgement through to resolution. Log reported incidents in accordance with the incident priority definitions for the specific customer SLA. Triage all incidents (whether automatically logged by the NextGen monitoring tools, or manually logged). Investigate to determine the root cause using tools such as UnltraVNC, Kibana, log analysis etc. Lead the investigation, keep customers up to date on the progress, and make sure that all issues are resolved within a given timeframe. Escalate incidents that are outside the scope of team responsibilities to higher-level support groups within Amadeus or to external service providers. Document errors and resolutions related to Amadeus Self-service solutions. Create and update support documentation. Work with the customer service design team to develop new support models and implement new customers. Deliver t…
