Job Description

As a Senior Agent, you will be a primary point of contact for customers and have the responsibility to ensure that all incidents are fixed and change requests handled within the agreed SLA. For that purpose, you will own the incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.

Within SITA Service Desks the Senior Agent role will be 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. Your 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.

What You Will Do

• 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 Senior Agent has a key role in influencing customer satisfaction by the way he/she interact with the customers especially when dealing with them on the phone
• The Senior 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 Senior 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
  
  

Who You Are

• Customer Service positions with extensive customer engagement experience in a help desk or call centre environment and/or travel industry is preferred.
• 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 and understanding of LAN protocols.
• Product and Service knowledge in one or several of the following areas at beginner and intermediary levels Airport Services & Desktop services & 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
• Recognized industry certifications such as MCSA CCNA CCNP ITIL Service Management or equivalent experience required
• ITIL Foundation Certificate desirable

Skills Required

• Customer Service
• Airports