Job title: Customer Support Analyst

Position: Permanent, Hybrid Working Model

Location: Costa Rica, San Jose

Summary of the role:

As a Customer Support Analyst, you will be responsible for providing first-line technical support to our customers via email, chat and phone. The Helpdesk ensures that incidents and service requests are logged, prioritized, and resolved or escalated in a timely and professional manner.

You will play a crucial role in delivering top-tier technical support to our clients. This is a hybrid position and would require you to be in the San Jose, Costa Rica office 2-3 days a week.

Key Responsibilities:

• Technical Support: Assist clients with technical inquiries, troubleshoot software issues, and provide timely resolutions.

• Ticket Management: Accurately document and manage service requests and incidents using our ticketing system.

• Customer Service: Deliver exceptional customer service and maintain a positive client experience throughout all interactions.

• Collaboration: Work closely with cross-functional teams to escalate and resolve complex issues.

Basic Qualifications:

• Previous experience in a technical support role is required

• Minimum of 1 year of relevant work experience in a contact center environment

• English Level C1 (advanced)

• Availability to work in a hybrid model

• Excellent problem-solving and communication skills

Preferred Qualifications:

• Experience with Salesforce

• Familiarity with the hospitality industry

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Hybrid working model. 

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working at Amadeus, you will find

• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Diversity & Inclusion