Support Specialist for Airline Digital Experience Suite

Company Overview

Company details are not specified.

Job Summary

The Support Specialist will work autonomously within defined processes and methodologies, taking standard decisions while aiding in the development of solutions for complex, recurring problems. This role is crucial for delivering operational deliverables as defined by the organization, providing a high level of service and support to customers.

Responsibilities

• Respond to user requests and research complex problems related to the Airline Digital Experience Suite Product.
• Identify problems, attend related training sessions, and document knowledge articles to aid in preventing problem recurrence.
• Troubleshoot and diagnose user issues through discussions, including fault rectification and problem escalation as necessary.
• Ensure timely resolution of users’ problems, queries, or complaints.
• Conduct quality reviews with peers on handled incidents and perform regular hygiene checks to prevent escalations.
• Collaborate with various stakeholders within the support organization to drive business improvements.
• Identify and suggest improvements for existing tools used in daily operations to enhance utilization.
• Provide updates to customers regarding the status of critical problems and incidents.

Qualifications

• Education: University degree preferred.
• Technical Skills:
  • Exposure to ServiceNow is highly recommended.
  • Knowledge of the travel domain and Digital Experience Suite is a plus.
  • Experience with Incident Management and monitoring tools like Splunk and Kibana is essential.
  • Familiarity with ITIL framework, specifically ITIL Foundation Certification is recommended.
• Soft Skills:
  • Strong listening and reading comprehension abilities.
  • Excellent verbal communication skills, able to express thoughts fluently and precisely.
  • Accountability, autonomy, and proactivity in managing priorities and delivering customer service.

Preferred Skills

• ITIL Certification and experience with core incident/defect lifecycle management.
• Demonstrated ability to identify improvements in knowledge solutions and document related articles.

Experience

Years of experience and specific types of relevant experience are not specified.

Environment

Work setting details, including location (remote, in-office, hybrid) and any physical conditions, are not specified.

Salary

Salary details are not provided.

Growth Opportunities

Opportunities for career advancement within the company are not specified.

Benefits

Benefits provided are not specified.