Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Engaged Employer

Amadeus

Compare

4.0

based on 586 Reviews

28 Amadeus Jobs

Product Support Engineer 3

Amadeus Software Labs India Pvt Ltd

4.0

based on 586 Reviews

4-6 years

Bangalore / Bengaluru

1 vacancy

Product Support Engineer 3

Amadeus

posted 9hr ago

Job Role Insights

Flexible timing

Key skills for the job

Software Configuration Management Amadeus Clinical SAS Programming Analytical Chemistry Helpdesk Key Account Management

+ 4 more

Job Description

Job Title

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 incumbents 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

Employment Type: Full Time, Permanent

Read full job description