Major Responsibilities:
- Handling of incoming calls / queries as the second-tier support from Amadeus commercial offices in the region and end users (if any)
- Initial analysis for causes and resolutions of production defects
- Initial analysis for causes and resolutions of operational issues
- Ensure that CRM system and Jira report system are updated
- Time logging for all work in Jira report system
- Communication with Amadeus commercial offices (ACOs)/ end users on issues raised, target version to be released, etc.
- Provide periodic reports for management
- Prepare and update documents for Customer Change Request (CR) Committee Meeting, and take minutes for the CR Committee meetings
- Join the implementation team occasionally as an observer to build relationship with customers and to understand environment
- Be a part of the Agile project management team for product backlog and continuous improvement
Requirements:
- Bachelor's degree or equivalent through experience?
- Ability to adapt to different cultural environments and eagerness in learning by doing for the new understanding of Tourism and travel inductry
- Good understanding of accounting practices or particulary mid-office operations in especially for travel agencies would be a definite plus
- Good technology knowledge preferably with Amadeus or GDS product knowledge and/or a strong knowledge of current, travel related software products and tools is also preferred
- Strong analytical and problem solving skills
- Good English communication skills (both written and verbal) Certified English Profiency Test result such as TOEIC, TOEFL, ILETS is preferred, Asian language knowledge considered a plus
- Fluent in written and spoken English
- Good MS Office (Word, Excel, Powerpoint) skills
Relevant Job Experience:
- Minimum 3 years relevant experience in customer service and/or support function, experience working in service and support for customers in IT solutions industry is preferred advantage
- Relevant experience in Travel Agency Mid & Back office or accounting software would be an advantage
