Job Title Customer Support Coordinator / Global Expert Team Analyst External Job Title: Global Expert Team Analyst Position type: Customer Support Location: Bogota, Colombia (Hybrid) Summary of the role: The Global Expert Team (GET) Analyst acts as a 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions. The GET analyst provides support for highly complex functional and technical systems in high availability environments, involving analysis, troubleshooting, and diagnostics. They are responsible for incident recovery and escalation to resolver groups within Amadeus or third parties. The team offers dedicated support to the Travel Agency sector on a 24/7 basis. In this role you’ll: Customer Relationship: 1. Respond to customer questions regarding Amadeus Products and Solutions, researching and validating issues to ensure customer satisfaction. 2. Investigate and analyze complex issues, recovering incidents using knowledge solutions to restore service promptly. 3. Provide customers with updates on critical problems to keep them informed. 4. Represent Customer Support in internal meetings with global colleagues. Technical Expertise: 1. Become a functional, technical, and product expert to acknowledge, investigate, and recover incidents within SLAs. 2. Develop expertise on customer technical setups and products. 3. Understand products thoroughly to respond to queries and investigate issues. 4. Analyze system logs in formats like Edifact, XML, JSON (training provided). 5. Create or improve customer-specific knowledge and processes. 6. Identify repetitive issues and known errors for faster resolution. Collaboration/Escalation: 1. Escalate incidents outside team scope and collaborate with account managers, product managers, and resolver groups. 2. Coordinate with CMO teams and commercial teams for end-to-end support. 3. Represent Customer Support as a functional expert in global internal meetings. About the ideal candidate: 1. Functional and/or technical knowledge with experience in the Travel Industry. 2. Subject matter expert on customer technical setups and products. 3. Fast learner and adaptable. Required: English and Portuguese language skills. What we can offer you: - Competitive salary, annual bonuses, paid time off, health insurance, and other benefits. - Work from anywhere: onsite, hybrid, or fully remote. - Professional development through online training in technical and soft skills. - Join a diverse and inclusive workplace at a top global travel technology company. Application process: It takes less than 10 minutes! Create your profile, upload your CV, and apply today! Why work at Amadeus? - A meaningful mission to shape the future of travel. - A truly global culture and operations. - Continuous learning opportunities. - A caring and supportive environment. - Attractive rewards and flexible working models. - A diverse and inclusive community. - Trust and reliability as core values. Diversity & Inclusion Amadeus aims to lead in Diversity, Equity, and Inclusion, fostering a culture of belonging and fair treatment. We are an equal opportunity employer, considering all qualified applicants without discrimination based on gender, race, ethnicity, sexual orientation, age, beliefs, disability, or any other protected characteristic. #J-18808-Ljbffr