job description
Join Amadeus Marketing Phils, Inc. as a Spanish-Speaking Application & Systems Support Specialist and play a pivotal role in ensuring seamless operations for our global online reservation systems. In this dynamic position, you will serve as the first line of defense for technical and functional incidents, providing expert troubleshooting and escalation to resolver teams or third-party vendors. Your fluency in Spanish and technical acumen will be instrumental in delivering world-class support to our international clients in the travel and hospitality industry.
Based in the vibrant and culturally rich Bali, Indonesia, this role offers the perfect blend of professional growth and an inspiring work environment. Whether you're resolving complex system issues or collaborating with cross-functional teams, your contributions will directly impact the efficiency and reliability of Amadeus’ cutting-edge reservation platforms.
Responsibility
- Monitor, diagnose, and resolve functional and technical incidents in online reservation systems in a timely manner.
- Escalate unresolved issues to appropriate resolver groups within Amadeus or external third-party vendors with clear documentation.
- Provide first-level support for Spanish-speaking clients, ensuring effective communication and issue resolution.
- Collaborate with development, QA, and infrastructure teams to identify root causes and implement preventive measures.
- Maintain accurate logs of incidents, requests, and resolutions in the ticketing system.
- Assist in the deployment and testing of system updates, patches, and new features.
- Develop and update knowledge base articles and FAQs to empower users and reduce repeat incidents.
- Participate in on-call rotations to ensure 24/7 system availability and support.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience (2+ years) in IT support, systems administration, or a similar technical role.
- Fluency in Spanish (written and verbal) is mandatory; proficiency in English is a plus.
- Strong understanding of web-based applications, APIs, and database systems (SQL, Oracle, etc.).
- Experience with troubleshooting, incident management, and ticketing tools (e.g., JIRA, ServiceNow).
- Familiarity with travel industry systems (GDS, PNRs, reservation platforms) is highly advantageous.
- Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
- Strong interpersonal and communication skills to liaise with global teams and clients.