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Job Post Details

Customer Support Analyst - job post

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İş türü

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Tam İş Tanımı

Job Title

Customer Support Analyst

Business Environment

Amadeus IT Services Turkey is the market leader in Airline Loyalty & CRM solutions as well as the leading Internet Booking Engine Provider. Highly dynamic and growing company serves over 40+ airline clients all over the world.

In this role you’ll find a chance to;

  • Be a part of a passionate team and have enough opportunity to interact with various people upon functional needs, with various stakeholders across the globe

  • Issues handling – making technical investigation on functional domain, based on technical evidence, using Linux machines

  • Technical investigation – The analyst for this specific role will be responsible from investigating functional problems on second level in production environment, as part of R&D, as a shield between first level teams that take the incident and do the first level analysis, and the third level development teams that make the deeper analysis upon need.

  • Issue Prioritization – of daily issues based on severity and escalations

  • Being accountable for the issues and their functional scope on mid-level the team is responsible from

  • Being accountable for the escalations on the issues the team is responsible from

  • Contribute to monthly department and retro meetings

  • – write detailed functional documents on Confluence platform on second level issue resolution for future similar issues

  • Coordinate different steps and actors from the building phase to delivery to ensure the compliance of the delivered functionality in line with agile principles

  • – enable automation on day-to-day maintenance activities, the ideation of new functionalities, services and technologies

  • Collaborate with the customer to complete requirements analysis, ad-hoc requests and present the solutions

About Ideal Candidate

To succeed in this position, Customer Support Analyst role requires you to have relevant experience in the following areas;

  • Previous backend support experience in analyzing solutions from a functional perspective

  • Minimum 4 years of professional experience

  • Excellent problem solving and problem tracking skills

  • Efficient time-management in issue prioritization

  • Experience in mentoring team mates

  • Experience in writing clear and structured documentation for fellow team mates

  • Experience in attending to a call with internal stakeholders upon need for issue clarification or explanation

  • Experience in Vi editor or being accustomed to Linux machines * optional

Abilities and skills:

  • Understand and be curios to learn the TSR (Travel, Shopping and Reservation) Products ecosystem to propose operational solutions for customer needs

  • Investigate new technologies, learn new methods and innovation

  • Ability to write clear and structured documentation for fellow team mates

  • Ability to attend to a call with internal stakeholders upon need for issue clarification or explanation

  • Ability to explain complex solutions in a simple way

  • Handle multiple requests and coordinate with the development (third level) and first level or customer facing teams

  • Attitude of looking beyond the task at hand to have a big picture with business perspective on the products worked upon

  • Strong team player with a collaborative mindset

  • Intermediate level of written and oral English communication skills

  • Knowledge of the complete software development lifecycle

  • Good presentation skills

What can we offer you?

  • A competitive salary and an extensive range of benefits including bonus, health insurance, pension and share match plan

  • International Working Environment

  • Impact millions of travelers from all around the globe

  • Being part of the R&D business unit and global engineering community

  • Opportunities to innovate

  • Learning opportunities

Application Process

The application process takes a few minutes to complete. You'll need to create your candidate profile in our system and upload your resume. You can also apply using your LinkedIn profile.
If your profile matches what we’re looking for, one of our recruiters will contact you and organize a short phone interview.

Are you the One we’re looking for? Join us to Power better journeys through travel technology!

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

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