About This Role

• Provide 1st level customer service and technical support via multiple channels. 
• Communicates effectively in written and spoken English with co-workers and customers world- wide. 
• Collaborate with advanced support teams, account managers, implementation, and development resources to meet customer expectations. 
• Ensure customer needs are met by evaluating issue impact and escalating when necessary. 
• Act as the lead interface with customers (internal and external) regarding product support. 
• Demonstrate a strong sense of urgency for sensitive issues.  
• Develop understanding of the user interfaces to investigate customer queries and issues. 
• Research and validate application, back-end or technical issues to aid customers in understanding product functionality and outputs. 
• Commit to delivering the highest level of customer service and satisfaction while demonstrating teamwork, interpersonal skills, and professionalism. 
• Hold scheduled calls with customers to review case status as needed. 
• Manage time effectively and prioritize tasks to balance daily responsibilities and technical development. 
• Engage in other potential work areas within the company as assigned. 

Work Schedule 

• This position is a night-shift role within a 24/7 team environment, with rosters scheduled in advance. 

Our Ideal Candidate Has: 

• Bachelor's degree or equivalent technical experience (required). 
• Airline Industry background (required). 
• XML/ SQL/ API/ Server/ Network skills (highly desired). 
• Experience with Salesforce or other CRM tools. 
• Professional fluency in written and spoken English. 
• Excellent telephone manners and customer service skills. 
• Excellent analytical mindset, strong troubleshooting skills and sense of urgency 
• Good organizational abilities and readiness to support multiple  
• Ability to perform efficiently under pressure and manage multiple tasks simultaneously 
• Strong  teamwork skills and proactive attitude 
• Effective time management and priority setting skills 
• Proficiency in managing complex and ambiguous matters