Senior Specialist Customer Support

SITA

PURPOSE

First-line support for incoming customer queries and issues. Handles basic issues and escalate more complex cases KEY RESPONSIBILITIES Provide initial support for customer queries via established channels of support (e.g. phone email or chat)? Guide customers through basic troubleshooting steps and self-service options Troubleshoot and resolve technical issues reported by customers. Log all interactions and issues in the ticketing system Escalate unresolved issues to a higher competence of support (e.g. PSOs third parties etc.) Participate in training sessions to stay updated on product and service changes. Provide customers with product and service information Provide advanced support and resolve complex technical issues. Act as a Subject Matter Expert (SME) for specific products/services. Mentor and assist junior agents with challenging cases. Handle major escalations and critical incidents ensuring timely communication and resolution Provide proactive support to identify and address recurring issues. Participate in customer performance reviews and improvement initiatives. Coordinate with resolver groups and manage high-priority service outage. Ensure adherence to processes and guidelines for quality assurance Qualifications EXPERIENCE Minimum 5 years experience in a customer service, technical support or management function preferably in the area of airline systems application support or delivery.

KNOWLEDGE & SKILLS Functional Skills: Desktop Support, Network, and Application Support Customer Success Excellence Communication Influence and Negotiation Strategic Planning Problem Solving Customer Relationship Management Incident Management Service Request Management Event Management ITSM Ticketing Technical Skills: ITiL Knowledge or certificate, Microsoft certificates preferably. EDUCATION & QUALIFICATIONS Bachelors/University degree in related field or equivalent work experience required. ITIL Foundation Certification German language mandatory 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. Flex Week: Work from home up to 2 days/week (depending on your team's needs) Flex Day: Make your workday suit your life and plans. Flex-Location: Take up to 30 days a year to work from any location in the world. 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.