Airline Premium Support Associate (Departure Control Systems)
Amadeus
Taguig, Metro Manila, Philippines
Published today
Full Time
Job Title
Airline Premium Support Associate (Departure Control Systems)
Summary of the Role
Act as the initial point of contact for Amadeus customers across all products and solutions via phone, the Amadeus Service Hub, and other communication channels. You will support customers by providing clear guidance, resolving issues efficiently in line with established processes, and contributing to a high first-contact resolution rate through your growing experience, skills, and knowledge.
Key Responsibilities
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.
Airline Premium Support Associate (Departure Control Systems)
Summary of the Role
Act as the initial point of contact for Amadeus customers across all products and solutions via phone, the Amadeus Service Hub, and other communication channels. You will support customers by providing clear guidance, resolving issues efficiently in line with established processes, and contributing to a high first-contact resolution rate through your growing experience, skills, and knowledge.
Key Responsibilities
- Log all cases in the appropriate Amadeus tools with accurate and complete information to support reporting and analysis.
- Apply your developing product knowledge and problem-solving skills, escalating issues following established procedures when additional expertise is needed.
- Identify general outages or service disruptions and act according to defined help desk escalation guidelines.
- When an issue cannot be resolved at the first or second support level, conduct a thorough assessment and escalate with all relevant details while maintaining ownership and providing updates to the customer until resolution.
- Resolve assigned cases in alignment with service level expectations using a structured troubleshooting approach, including root cause analysis and clear diagnostic questioning.
- Experience with application support, such as Departure Control Systems (DCS) and other airline systems.
- Experience in the airline industry, including work with reservation systems, customer service, and triaging customer concerns.
- Clear and effective verbal and written communication skills in English, with the ability to analyze and address customer issues.
- Ability to learn Amadeus products, solutions, and system interactions to provide accurate support.
- This role follows a hybrid work model based in Bonifacio Global City (BGC) Taguig.
- Able to work independently while collaborating with your manager and team when needed to make well-informed decisions.
- A meaningful mission contributing to the future of travel.
- A truly global culture reflected in our people, operations, and ways of working.
- Continuous learning opportunities through on-the-job experience, formal programs, and daily collaboration.
- A supportive environment that encourages both professional development and personal well-being.
- A comprehensive rewards package, including compensation, bonus opportunities, and health and caregiving benefits.
- A flexible working model that helps you do your best work.
- A diverse, equitable, and inclusive community committed to ensuring everyone can thrive.
- A trusted company that values dependable and long-lasting relationships with customers, partners, and employees.
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.