Technical Customer Support

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster. 

Role purpose
As a Customer Support in Accelya, you will be responsible for providing high quality standard support to our customers.
Duties & Responsibilities:

• Handles IATA Queries logged in Salesforce Tool.

• Triage of IATA logged Salesforce Cases.

• Give technical support to IATA 1st Level Support Team around the world.

• Monitor the system processes and take suitable corrective actions in each case to solve the problems.

• Analyze errors reported, solve them and take the appropriate measures to prevent them from happening in the future.

• Find root causes for specific problems by checking log traces and reading source code.

Knowledge, Experience & Skills:

• A background in a similar role providing international support to customers in highly demanding environments.

• Proven experience with SQL

• Programming and database expertise is a plus.

• Familiar with Linux environment and commands.

• Experience working in the travel industry is mandatory. Knowledge of Billing and Settlement Plan will be a plus.

• Knowledge of Informix databases, containerization platforms and experience on Cassandra and ElasticSearch will be highly valued.

What do we offer?

• 1 year contract

• Open culture and challenging opportunity to satisfy intellectual needs

• Smart working: remote/office working environment

• Excellent, dynamic and multicultural environment

Equal Opportunity
Accelya is an equal opportunity action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, gender, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
About Accelya
Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.
Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.
The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.
We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines.
For more information, please visit www.accelya.com

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!