Specialist Customer Support

Overview
WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

PURPOSE

• The Customer Support Specialist is the primary point of contact for customers and has the responsibility to ensure that all incidents are fixed and change requests handled within the agreed SLA. For that purpose, he has the ownership of incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.
• Within SITA Service Desks the Customer Support Agent is responsible to handle at level 1 the incidents service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone e-mails or web portal.
• The Customer Support Agent has the primary responsibility to attempt to resolve the incidents/service requests at his/her level and to refer them to the appropriate resolver group while still tracking them until resolution.
• This function requires working in shifts during nights weekends and public holidays.

Key Responsibilities

• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
• To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
• When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
• To proactively detect incidents related to Service Operations services conduct diagnostics provide ownership to ensure resolution of customer incidents
• Reporting and escalating all observed incidents/service requests to proper SITA operational escalation points
• When/where required perform assigned tasks on 24 x 7 shifts basis
• Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
• Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
• Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
• Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
• The Customer Support Agent has a key role in influencing customer satisfaction by the way he/she interacts with the customers especially when dealing with them on the phone
• The Customer Support Agent has the responsibility to assist junior service desk agents when needed and are assigned complex products to support as well as complicated customer solutions
• The Customer Support Agent can also work as a Service Matter Expert (SME) on specific products and solutions to organize the transition of their support in the service desk environment by delegation from the service desk management.
• Perform hierarchical and functional escalations where required when incidents cannot be resolved

Qualifications
Qualifications - External

Experience

• Minimum 2 to 3 years in a Customer Support Specialist function with recognized expertise on a large range of services and products at intermediary and advanced levels.
• Experience in airlines' and travel industry's operations and applications will be extremely advantageous
• Candidate from colleges and universities (with relevant experience) who have the motivation to work in customer service and support.

Knowledge & Skills

• Knowledge and understanding of LAN protocols.
• Product and Service knowledge in one or several of the following areas at beginner and intermediary levels:
• Network Services
• Customer specific services and solutions (for dedicated support)
• Exposure to ITIL and to IT and network components and principles
• Experience working with IT Network equipment's (CISCO, Huawei, Juniper etc)
• SDN certification / know how desired
• Demonstrated maturity in handling complex customer issues and irritated customers
• Ability to coach new joiners and to facilitate their integration into the team
• Ability to organize the activity of a team and to take ownership of issues until resolution
• Ability to act as a Team lead in his/her absence
• Excellent customer communication skills both verbal and written in English and other languages as required

PROFESSION COMPETENCIES

• ITIL/ITSM
• Info Gathering
• Product/Solution Knowledge
• Service Excellence Attitude
• Technical Communication

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork

Education & Qualifications

• Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in country qualification.

• Applicable vendor / technology entry level certification or equivalent work experience-

• Certification/Exposure to Network Technologies like CISCO, Aruba, Juniper, SD WAN, Palo Alto is desirable.

• Recognized industry certifications such as N+, CCNA is mandatory.
• ITIL Foundation Certificate desirable

What We Offer
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Employee Wellbeing:
We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development:
Level up your skills with our training platforms, including LinkedIn Learning

Competitive Benefits:
Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.