Summary: This role provides functional and technical support to customers, analyzing and resolving incidents, collaborating with internal teams, and ensuring timely communication. Highlights: 1. Provide first and second-level support for Cytric Travel and Expense. 2. Resolve customer cases and manage escalations. 3. Contribute to continuous service quality improvement. **Job Title** Customer Support**External Job Title:** Customer Advocate \- Travel \&Expense **Position type:** Hybrid\-permanent **Location:** Bogotá **Job ID:** R33557 **Job family:** Customer Support About Your Business Area/Department: As part of the Customer Care Center (CCC), the Customer Advocate – Travel \& Expense provides functional and technical support to Cytric Travel and Cytric Expense customers. Summary of the role: The role includes analyzing, diagnosing, and resolving incidents that range from simple queries to more complex technical issues involving both applications and underlying components. The advocate follows standard operating procedures, collaborates with internal teams, handles escalations and prioritization requests, monitors case progress, and ensures timely communication with customers according to agreed SLAs. The position contributes to continuous service quality improvement, supports documentation updates, and ensures both Travel and Expense functional knowledge remains current with product evolution. In this role you’ll: * Provide first and second‑level support for Cytric Travel and Cytric Expense through the dedicated case logging tool. * Promptly process and resolve customer cases; reproduce issues, perform analysis, and ensure accurate resolution within SLAs. * Manage case escalations and collaborate with leadership and technical teams when necessary. * Review case quality, identify recurrent problem areas, and propose improvement actions. * Stay updated on product enhancements, new features, and functional changes across Travel and Expense. * Assist team leaders with documentation, process improvements, and knowledge‑base updates. * Serve as an escalation point and support preparation of internal/external help sheets, guides, and FAQs. About the ideal candidate: * Education / Qualifications * Background in tourism, business administration, technical fields, finance or accounting. * Alternatively, academic degree in IT, tourism, business, or comparable disciplines. Relevant work experience * Strong understanding of corporate travel and travel expense processes. * Experience with travel agency workflows, managed travel, and accounting of travel expenses. * Previous customer service or technical support experience in a SaaS environment. * Solid knowledge of a GDS (Amadeus and Sabre preferred). * Experience using online booking tools (Cytric is an advantage). * Experience with CRM systems such as Salesforce, ServiceNow, or OneView. * Structured, independent, and a strong team player. * Confident and proactive in customer interactions. * Analytical mindset with strong problem‑solving skills and high IT affinity. Adaptable, resilient, and able to work under pressure. * Flexibility regarding working schedules and hybrid/onsite requirements. What we can offer you: * Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits. * Hybrid work model * Professional development to broaden your knowledge and enhance your skills with on\-line learning hubs packed with technical and soft skills training that allow you to develop and grow. * Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe. **Working at Amadeus, you will find** * A critical mission and purpose \- At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. * 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 complete rewards offer \- Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits. * 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. Application process: The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today! **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.