Web Technical Support Associate

Job Title

Web Technical Support Associate

Purpose of the role

At Amadeus Hospitality, we are driven by a commitment to excellence in customer service. Our award-winning Customer Care Operations team plays a vital role in empowering our Global Hospitality clients to succeed with Amadeus solutions. We prioritize responsiveness, professionalism, and deep product knowledge to ensure every customer interaction enhances their experience and operational efficiency.

The Web Support Technical Associate provides frontline technical and functional support for Amadeus Hospitality Web Solutions. You will handle website issues, process content and configuration requests, and manage case triage to ensure customers receive timely, accurate, and professional assistance. The role works closely with global Web, Reservations, Digital Marketing, and Development teams to resolve inquiries efficiently.

The Web Support Technical Associate is a key contributor to delivering seamless, high‑quality support to hotel partners worldwide. This foundational role builds essential technical and service skills while supporting our mission of providing exceptional customer experiences across the hospitality industry.

In This Role Youll

Provide additional Subject Matter Expert (SME) support to other Analysts.

• Collaborate with Escalation Specialist on customer situations.
• Develop and maintain advanced user and technical skills on targeted Amadeus Hospitality products and related tools, as well as functional knowledge of the hotel industry.
• Demonstrate advanced knowledge within the support team including having access to different tools for advanced troubleshooting and case resolution tactics.
• Upgrade, update, and enhance current websites for responsive design and optimized user interface; update content and graphics; monitor performance and results.
• Convey client concept, code, and publish standards-based content for a variety of devices, including desktop, mobile and tablets.
• Add ecommerce and media tracking tags into the GTM container. Follow testing and QA processes to help ensure client satisfaction.
• Provide enhanced customer service experiences through direct communication to clients and internal partners ensuring timely and accurate issue resolution.
• Track and document client issues through established processes and deadlines.
• 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 Google Ads, DoubleClick, Sojern, Facebook, and others using JavaScript, HTML within Amadeus’s Proprietary Content Management System (CMS) and Online Reservation systems.
• Customer Service Excellence
• Maintain a high level of verbal and written communication with customers, internal and external, throughout each customer interaction to ensure the highest level of client satisfaction.
• Keep team members, management, clients and Amadeus personnel informed of client issues as needed.
• Raise internal/external escalations in accordance with established escalation procedures.
  
  

Operational Efficiency

• Ensure efficient and qualitative case handling by following the defined support process and tools.
• Work in line with, and in support of, existing help desk processes and defined service levels.
• Relay requests to any further resolution group.
• Work effectively within and across departmental teams and peer groups, developing and maintaining collaborative partnerships, including responsibility to document and transfer cases to Tier 3 and/or Level 2/3 technical teams for advanced investigation.
• Participate in the development and advancement of targeted Amadeus Hospitality products, including process documents, as well as participating in user acceptance testing to validate functionality and client/support accuracy.
  
  

About The Ideal Candidate

• Education: Bachelors Degree preferred and or equivalent work experience
• 1-2 years of practical experience supporting design and development of CSS, JavaScript, and HTML.
• Experience utilizing issue tracking systems, such as Salesforce or Asana.
• 1-2 years’ experience with web development technology and Web content management systems such as WordPress, Wix, Joomla, etc.
• Front-end development experience a plus
• Knowledge of image and graphic design tools (e.g., Canva, Photoshop, or similar).
• Knowledge of Google Tag Manager (GTM) or other Tag Manager platforms.
• Basic understanding of DNS records and domain configurations.
• Strong customer service, problem solving, time management and team building skills are essential
• Analytical thinking
• Exceptional verbal and written communication skills
• Highly motivated with demonstrated ability to work in both a team environment and independently
• Ability to effectively provide support to multiple teams with varying skill sets/knowledge
• Willingness to learn and adapt to new web-related tools and technologies as defined by the Web Product team.
• Windows OS / HTML / CSS / JavaScript / Google Tag Manager (GTM) / Image / Graphic management tools
• Highly proficient in English with additional language requirements based on geographic region.
• Hospitality knowledge and experience with call centers and/or technical support desired with a focus on Web and IT Software
  
  

Working Conditions: This role requires flexibility to work rotating shifts, including weekends and Oncall, to support our global customer base.

Click here (https://www.amadeus-hospitality.com/solutions/reservations-and-guest-management/web-solutions/) to learn about Web Solutions, the product you will be supporting.

Others: Preferred (not required for entry-level):

• Familiarity with Configuration Management, Rates and Inventory management, Booking Workflows, and reporting tools.
• Understanding of how Property Management Systems (PMS) interface with CRS for reservation creation, modification, and cancellation.
• Knowledge of how hotel inventory and pricing are distributed across Online Travel Agencies (OTAs), switches, and tour operators.
  
  

Note: Training will be provided for candidates without prior hospitality technology experience.

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.

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