Customer Support Representative

About the role

Amadeus, a technology provider to the travel industry present in more than 190 countries, is hiring a Customer Support Representative in its Istanbul engineering hub. As the main point of contact for customers seeking help with Amadeus products and solutions, you will guide them through functionality, applications and interactions between solution components, and resolve incidents within agreed service levels.

Key responsibilities

• Answer customer questions about Amadeus products and solutions, including functionality, application and interactions between components.
• Acknowledge, investigate and, when possible, resolve incidents within service levels using knowledge solutions.
• Escalate incidents outside the team's scope to third-level resolver groups within Amadeus or to external service providers, and follow up until resolved.
• Keep customers informed on the status of critical issues.
• Suggest improvements to the Knowledge Solutions database.

Required profile

• Clear, effective communication, able to explain technical concepts accessibly and listen to customer concerns.
• Collaborative, solution-oriented and customer-focused attitude.
• Ability to stay calm and positive in all situations.
• Previous customer support experience is beneficial.

What we offer

• Flexible working model.
• Learning opportunities, from on-the-job training to formal activities.
• Compensation package including salary, bonus, caregiving and health benefits.
• A caring environment supporting professional growth and personal well-being.