1.Responsible for receiving telephone calls from Entitled FHD End Users who call to report a problem or need help with Amadeus functionality. Telephone support will be provided in English and Spanish.
2.Must review at the commencement of, and throughout their shift:
Info Desk for Issues of the Day,
Briefings/Inside Track
Amadeus AIS (GGAMAUSNEWS, GGAMAUSCBRF, GGAMAUSALERT, GGHOT)
3. Will, during the call:identify the caller, log the call,
resolve FHD calls using known solutions to known problems,
identify and capture required information for the escalation of unknown problems, route such unknown problems to appropriate resolved groups, create a SAP notification within the SAP System,
Close the SAP notification as part of the call closure.
All SAP notifications created will contain information sufficient to describe the nature of the call, the action taken to resolve the problem and, where applicable, a description of any outstanding issues needed to be resolved by the applicable resolved group during escalation.
create Problem Tracking Records (PTRs) to be escalated to Amadeus Service Management Centre (SMC)
Email : [email protected]