Network Customer Support(French or Spanish Speaker)

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.

Please note that the Job title on SITA contract for this role will be Agent Service Desk as aligned with our internal career framework.

WHAT YOU'LL DO
• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
• 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 coordinate 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 the 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.
• Proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure resolution of customer faults.
• Reporting and escalating all observed incidents to proper SITA operational escalation points.
• When/where required perform assigned tasks on 24 x 7 shift basis.
• Provide 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 causes 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.

Qualifications

ABOUT YOUR SKILLS
• Bachelor's degree in computer science or any other related field.
• 0-1 year of experience in technical support, help desk, customer support, or any related fields in the IT industry.
• Very good Command in the French or Spanish Language is a must
• Experience of working in the Airport / Airline industry is preferable.
• Excellent Communication skills.
• Ability to work on different shifts 24/7.
• 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.

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.