Product Support Engineer 3

Job Title

Product Support Engineer 3

Job Description

Key accountabilities*

Case Management for Reservation, Ticketing and inventory

• Responsible for follow-up to match agreed service level targets
• Handle SAS helpdesk questions via phone calls / email or agreed media
• Handle first level escalations
• Acknowledge, investigate and as much possible to resolve at first contact layer.
• Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers
• Provide SAS users with regular updates on the status of incidents logged on their behalf.
• Follow-up internally and externally incident resolution progress, with specific focus on identified cases (supporting account management teams and regional customer care)
• Utilize available resources to provide the right product expertise and handle complex functional and technical issues
•  Problem Management
• Provides a single point of contact for specific individual problem taking responsibility for the overall follow-up
• Initiate and if required discussion on the analysis of complex business problems with SAS Business consultant group while leading as an entry point in Amadeus
• Knowledge Management
• Improve or complete existing Knowledge Solutions and document processes.
• Enhance team members' knowledge of incumbent's areas of expertise (products, solutions) through contribution to training sessions and documentation
• Continual Service Improvement
• Work closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey
• Building Relations
• Builds and develop healthy, productive and agile working relationship with SAS and Amadeus stakeholders in case management
• Keep self-knowledge up to date with latest applications releases, functionalities for SAS.
• Contribute to the adoption of Amadeus tools and solutions

Education:

·         University degree preferred

·         ITIL Foundation Certification is a plus

Relevant Work experience:

·         Minimum 2 years working with Amadeus Products or Travel Industry / Airlines Industry

Specific competencies:

·         Master Incident/Ticket Handling and ITIL processes

o    Capability to investigate cases by correlating application behavior, application logs and configuration setup to customer questions.

o    Reservation, Inventory, Ticketing knowledge, hands-on experience is a needed.

·         Fluent English

o    Listening/Reading: Can understand with ease everything heard or read. Can understand a wide range of demanding, longer texts, and recognize implicit meaning. Can summarize information from different spoken and written sources.

o    Speaking: Can express him/herself spontaneously, fluently and precisely, differentiating finer shades of meaning even in more complex situations.

o   Writing: Can produce clear, well-structured, detailed text on complex subjects.

·         Others:

o    Multicultural approach, responding to our Scandinavian customer base expectations

o    Customer centricity: customer and customer satisfaction are the heart of our business

o    Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities

o    Communication & Information gathering from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers

o    Analytical thinking: Ability to use a methodical step-by-step approach to break down complex problems or processes into their constituents’ parts, identify causes and effects patterns and analyze problems to arrive to an appropriate solution

Team spirit, transparency & knowledge sharing are part of our culture

Diversity & Inclusion