Customer Support Assistant (Casual)

Customer Support Assistant (Casual)

PURPOSE OF THE ROLE:

Customer Support Assistant provides shift-based technical support for passenger self-service products used by global airlines and airports. In this role, they take calls directly from passenger facing agents or airport/airline helpdesks. They also react to automatically logged incidents and alerts generated by sophisticated surveillance tools.

The products supported include passenger processing equipment installed at airports (auto bag drop units, check-in kiosks, bio pods, auto boarding gates) as well as the cloud and network infrastructure that enable passenger self-service processing. In addition, software-based products supported include White Label application, touchless bag tagger, passenger reconciliation, on-airport and off-airport check-in.

Required to perform incident management to restore the contracted service to a working status, change management to change the contracted service, physical support of the hardware devices at the airport and customer reporting for the contracted services.

The role entails a rostered support of SYD T1 airport covering and handling the hardware and software incidents, replacements and maintenance. 

Main Responsibilities:

- Incident Management:

• Respond to customer enquiries (via different channels) concerning Amadeus Self-service solutions

• Take ownership of customer issues from acknowledgement through to resolution

• Log reported incidents in accordance with the incident priority definitions for the specific customer SLA. 

• Triage all incidents (whether automatically logged by the NextGen monitoring tools, or manually logged).

• Investigate to determine the root cause using tools such as Ultra VNC, Kibana, log analysis etc

• Lead the investigation, keep customers up to date on the progress, and make sure that all issues are resolved within a given timeframe

• Escalate incidents that are outside the scope of team responsibilities to higher-level support groups within Amadeus or to external service providers

• Document errors and resolutions related to Amadeus Self-service solutions

• Create and update support documentation. Work with the customer service design team to develop new support models and implement new customers

• Deliver training of Airport IT solutions to customers, business partners, and colleagues

- Alert Management:

• React to pro-active alerts generated by the monitoring tools within the pre-determine target times

• Lead the investigation of the root cause of the alerts

• Update the alert management tool with the outcome

• Escalate problems linked to repetitive alerts that are outside the scope of team responsibilities to higher-level support groups within Amadeus or to external service providers

- Problem Management:

• Identify recurring problems and known errors for root cause identification & resolution.

• Log the problem with relevant logs and required information for further investigations from R & D teams

• Link the incidents to relevant problem records

• Assign and manage the priority based on the impact across multiple sites

• Verify and close the records once resolved

- Teamwork:

• Shows good collaboration skills such as communicating clearly, listening attentively, empathizing with others, taking responsibility and being honest

• Establish reliable and helpful work connections with people across different departments

• Collaborate with your team members to reach the targets and offer helpful ideas to advance the work

- Field Services:

• Attend site as per roster to perform field services for hardware & software support

• Perform scheduled maintenance & replacement of parts where required

• Update the Preventative Maintenance sheets to record an issue discovered and to perform signoff

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