Associate Service Operations Specialist

SITA • Delhi, CA

67d • Remote

About The Position

The Senior Agent 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 Senior 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 Senior 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.

Requirements

• 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 who have the motivation to work in customer service and support

Nice To Haves

• Recognized industry certifications such as MCSA, CCNA, CCNP, ITIL Service Management or equivalent experience required
• ITIL Foundation Certificate desirable

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
• Monitor and ensure resolution of escalated issues within SLAs
• Provide proactive support to identify and address recurring issues
• Day-to-day management and configuration of network infrastructure, including SDWAN/SASE, firewalls, and local area networks (wired/wireless)
• Oversee SDWAN/SASE managed services to ensure optimized configurations
• Maintain the operational integrity of security and data networks, responding to incidents and providing occasional out-of-hours technical support
• Participate in customer meetings, providing performance reports and project updates

Benefits

• Employee Wellbeing: Employee Assistance Program (EAP) for you and your dependents 24/7, 365 days/year
• Champion Health - a personalized platform that supports a range of wellbeing needs
• Professional Development: Training platforms, including LinkedIn Learning
• Competitive benefits that make sense with both your local market and employment status

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees