Specialist, System Support Center (SSC)

American Airlines Group • Phoenix, AZ

397d

About The Position

The Specialist in the System Support Center (SSC) at American Airlines plays a crucial role in providing centralized information and support to airport personnel. This position is part of the Customer Planning Team within the Customer Experience Division, focusing on enhancing operational efficiency and customer service during irregular operations and system outages.

Requirements

• High school diploma or GED equivalency.
• 1 year of work experience with airline reservation systems (in reservations agent role or airport customer service role).
• Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook.
• Knowledge of airline reservations systems.
• Ability to be highly motivated with a positive attitude.
• Ability to be a team player and self-starter.
• Ability to be highly organized and perform effectively in a fast-paced work environment.
• Ability to work independently and resolve problems effectively.
• Ability to recommend and make effective timely decisions.
• Ability to understand the impact of irregular operations and deploy sound solutions.
• Ability to adapt to changes, particularly to automated solutions.
• Ability to anticipate internal and external customer issues and preplan resolutions.

Responsibilities

• Supports core department responsibilities including phone support, re-accommodation planning, and irregular operation resolution.
• Assists front-line airport agents with real-time events, providing support for functional Sabre, QIK ticketing, and passenger check-in functions.
• Supports operational readiness issues such as inop seats, aircraft routing changes, and limited schedule change functions.
• Serves as a centralized source of information for front-line airport agents.
• Supports test functions for ongoing application releases for QIK-Check, Gate-Reader, and Kiosk.
• Provides virtual station customer processing support during system outages and failures.
• Supports process and technology changes triggered by ancillary related initiatives.
• Supports emergency drill functions and applications.

Benefits

• Travel perks allowing access to 365 destinations on more than 6,800 daily flights.
• Health benefits including dental, vision, and prescription coverage from day one.
• Wellness programs providing tools and resources for personal well-being.
• 401(k) program with employer contributions after one year.
• Employee Assistance Program, pet insurance, and discounts on hotels, cars, and cruises.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Air Transportation
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees