Acknowledging, investigating and recovering incidents within service levels agreementsResponding to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)• Escalating incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up•Representing the Customer Support as a functional expert in internal meetings with colleagues from Europe, Asia and America• Analyzing complex system logs in different standard format of structured information (Edifact, XML, JSON) (all the necessary trainings will be provided)

Knowledge and experience in the booking system (Amadeus)Analysis of customer inquiries and providing suggestions for the development ofservice areas focused on customer needs.Coordination and interaction with outsourcing contact centers.Application of innovative IT solutions to improve the customer experience andincrease the CSC efficiency.

dentification, calculation and analysis of all types key performance indicators ofCSC staff.Personnel development implementation (training plan development, proposals forthe company's personnel policy implementation, motivation system development,etc.).Coordination and interaction with outsourcing contact centers.Application of innovative IT solutions to improve the customer experience andincrease the CSC efficiency.Creating and maintaining an atmosphere of enthusiasm, team spirit, forming inemployees a sense of involvement in the whole company work.