Expense Support Specialist with German

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The Expense Support Specialist will provide first line technical support to customers. The Expense Support Specialist will require working with applications as well as infrastructure components to undertake analysis, diagnosis and resolution of (end user) incidents, which may range from simple cases to more complicated technical issues. They will have standard operating procedures to support the majority of the incidents. The Expense Support Specialist will work with other team members to provide accurate incident resolution and service request management, within the SLA.

• Provide support for phone calls, emails, chat and tickets from end users regarding cytric product and queries
• Provide accurate incident resolution and service request management, within the established Service Level Agreement (SLA)
• Serve as an escalation point in resolving customer service issues within the scope of a representative; appropriately escalate issues to leadership and other teams
• Proactively identify problem areas, and devise and deliver solutions to enhance the service quality and to prevent future problems
• Oversee the development and communication of help sheets, usage guides, and FAQs for end users
• Assist the team lead with documentation and processes

• Contribute business through reports and analysis (e.g. forecast), providing qualitative feedback when needed
• Analyze customer's business, operational and technical requirements for internal reports
• Support process improvement opportunities to drive operational efficiencies

• Work closely with the Manager/Team Lead to help with tasks such as scheduling, working on improvement plans and new initiatives for rewards etc.
• Support other technical teams as they operationalize new applications/tools to ensure the Global Support is prepared to support them and the customers
• Assist Manager/Team Lead with recruiting, scheduling, training as needed to develop an effective team with a strong customer focus
• Create and conduct training sessions when needed for a variety of audiences

• Apprenticeship in technical field, Tourism, accountant or other relevant apprenticeship
• Alternatively academic degree in IT, Tourism or comparable
• Very good knowledge of travel expenses. Experience in the accounting of travel expenses
• Good understanding of the Travel/Tourism Business
• Proven track record of managing customer service in a SaaS environment
• Previous technical Customer Support experience (preferred but not essential)
• Knowledge of cytric host functionality is an advantage.
• Solid PC and operating systems experience
• Fluent in English and German, additional languages are a plus
• Good knowledge (the accounting) of travel expenses
• Good written expression skills, ability to work in a team, ability to work under pressure, stubbornness and perseverance and logical thinking

• An international, diverse and inclusive culture full of development opportunities with the access to Global Learning HUB
• Highly collaborative environment built on bottom up initiatives and employees’ ownership
• Competitive salary on the market, eligibility to a performance-based bonus scheme, an attractive possibility to invest in Amadeus shares (incl. opportunity to receive additional free shares) and Employee Capital Plan
• Private healthcare package with ENEL-MED (incl. dental and vision) and reimbursement for glasses
• A flexible Benefit platform to suit your needs
• Shopping vouchers for Easter and Christmas
• Currently: working from home with flexible working time within core business hours; Future: a well-balanced mix between work from home and collaborative work from the office