- Serve as Amadeus customers’ first point of contact via phone, emails, e-Support and/or other media in line with the defined support process and tools and with a strong focus on delivering exemplary service.

- Handle high volume of low to medium complex customer service requests and incidents (e.g.functional queries related to the Amadeus core concepts and system problem reports etc.)

- Relay requests/problems to 2nd/3rd level support when first contact resolution is not achieved.

- Primarily provide high first contact resolution to queries relating to Amadeus products.

- Log all cases and assure correct and comprehensive data to allow for report analysis.

- Participate in other customer related support activities, travelling onsite to customer locations when necessary.

- Quickly understand customer needs and impact.

- Service customers in a friendly and efficient manner and apply workarounds if final solution cannot be applied in short time.

- Advise and consult customers how to use Amadeus products, provide guidance on product usage.

- Apply solutions by using Amadeus e-Support Center and guide customers to use and adopt e-Support.

- Conduct and optimize in-house and on-site training sessions.