Job Description
Job Title
Role Summary
We’re looking for a Customer Support Representative to join our Airport Support Center (ASC) second-level team. In this role, you’ll help deliver reliable customer support for Amadeus Airport IT solutions, ensuring smooth operations for our customers in Japan. You’ll work collaboratively with global teams to resolve technical issues and improve customer experience. You will champion best practices in incident management.
In this role, you’ll
Respond to customer inquiries about Airport IT solutions and provide clear, timely updates
Ensure resolution of customer issues by coordinating with internal teams and external partners
Troubleshoot and guide investigations, documenting solutions for continuous improvement
Escalate incidents beyond team scope to appropriate support groups when needed
Contribute to developing support documentation and delivering training to customers and colleagues
Work with the customer service design team to develop new support models and implement new customers
Deliver training on Airport IT solutions to customers, business partners, and colleagues
About the ideal candidate
5+ years of similar experience in customer service, related fields or at airports
Degree in IT, Computer Science, or equivalent experience
Good proficiency in both spoken and written Japanese and English
Ability to work effectively in a multicultural environment and adapt to change
Problem-solving approach with clear communication skills
Hands-on experience in Network troubleshooting, Remote resolution hands on experience
What we can offer you
🌍 A truly global DNA – Work with diverse teams across the world
🎓 Great opportunities to learn – Continuous learning and development
🤝 A welcoming environment – Supporting professional growth and well-being
💰 Attractive rewards – Competitive salary, bonus, and benefits
🌈 A diverse, equitable, and inclusive community – We value belonging and fairness
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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.