Were 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 worlds air travel industry.

Youll 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.

Core responsibilities are as a Customer Support Agent with more senior level responsibilities like Team Lead but without the people management. This is aimed at a person who covers for the Team Leader and has aspiration to become a Team Lead in the future.

Guides team members to achieve operational objectives, ensuring team coordination and effective execution of tasks in alignment with organizational goals. They play a key role in delivering results through leadership, clear communication, and efficient resource management.

Customer Support Agent

• 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.
• Handle major escalations and critical incidents, ensuring timely communication and resolution
• Provide proactive support to identify and address recurring issues
• Participate in customer performance reviews and improvement initiatives
• Coordinate with resolver groups and manage high-priority service outage
• Ensure adherence to processes and guidelines for quality assurance

Team Coordination

• Foster a collaborative and positive team environment to drive engagement and team productivity.
• Address and resolve conflicts within the team in a fair and constructive manner.
• Align objectives and team resource needs with responsible people manager.
• Assign tasks appropriately based on individual strengths and workloads to ensure operational efficiency.
• Make informed decisions that balance team needs, business objectives, and available resources.
• Ensure clear, transparent communication between the team and other stakeholders, promoting collaboration and alignment.
• Coach team members.
• Manage MI/Priority Incidents
• Identifying training needs based on operational and quality goals
• Create and maintain a centralized repository of training materials and documentation for easy access by the team
• Problem Management

Minimum 5 years’ experience in a customer service or management function preferably in airline systems application support or delivery.

• Stakeholder Management
• Customer Success Excellence
• Communication
• Influence and Negotiation
• Strategic Planning
• Problem Solving
• Customer Relationship Management
• Project Management
• Change Management
• Collaboration
• Incident Management
• Service Request Management.
• Event Management
• ITSM Ticketing

• Product Knowledge
• ITiL Knowledge
• Network
• Application Support

• Bachelors/University degree in related field or equivalent work experience required.
• ITIL Foundation Certification

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were 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 its 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 teams 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 spanet 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.