Customer Support Analyst - Web Solutions

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Customer Support Analyst - Web Solutions

Technology / Software Development

Job Title

Maintain and Improve Amadeus’ state-of-the-art customer support! 
Join us at Amadeus to develop a fulfilling and rewarding career at the intersection of Technology and Hospitality. We are known worldwide for the quality of our customer care, and we want you to help us lead the way in the years to come! 
 
Amadeus Hospitality’s award-winning Customer Support team offers first line support to its global customer base in the hospitality industry.

The Web Customer Support Analyst is responsible for providing on-time and on-quality support services to our web clients, typical requests include troubleshooting, bug fixing, website enhancements, ecommerce tracking and Google analytics questions.

Click here to learn about Web Solutions, the product you will be supporting! 

In this role you’ll/ Your main responsibilities:

• Maintain the high level of verbal and written customer support required by our global customers.
• Provide efficient and prompt customer service, technical support and follow-up on customer requests.
• Develop continuous improvement initiatives to enhance our state-of-the-art customer service by identifying problems and opportunities in our processes. 
• Lead cross-department collaboration initiatives such as secondary investigations from other departments and escalations. 
• Upgrade, update, and enhance current sites for responsive design and optimization.
• Migration of ecommerce and media tracking tags into the GTM container. Follow testing and QA processes to help ensure client satisfaction.
• Implement and customize web analytics and website optimization code based on business needs, specifically Google Analytics, Google Tag Manager, and tracking codes from online media vendors, such as, Sojern, Facebook, and others using JavaScript, HTML.

About the ideal candidate 

• Solid experience working with web analytics platforms
• Knowledge of (Google Tag Manager, HTML, CSS, basic JavaScript)
• Knowledge of SQL for querying data
• Knowledge of Excel or Google Sheets (advanced functions, pivot tables)
• Familiarity with visualization tools (Looker Studio, Tableau, Power BI)
• Understanding of: Conversion tracking, Event tracking, UTM parameters, A/B testing, SEO and digital marketing metrics
• You are quick to use new software tools such as Salesforce or Microsoft Office. 
• You are proficient in English
• Analytical thinking and team building skills are essential.
• Ability to effectively provide support to multiple teams with varying skill sets/knowledge.

What we can offer you

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer.
• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• 🌟 A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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.  

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.