PURPOSE
At SITA we believe in putting the customer at the center of everything we do. One of the primary objectives of this role is to be trusted technical advisor to provide technical expertise and support customers achieve their business goals objectives and outcomes. As a Technical Customer Success Specialist your goal will be to use your technical and product expertise to define and drive our clients? overall technical strategy. Manage Customer specific technical design queries and troubleshoot issues to maximize customer satisfaction by applying industry leading processes and procedures.
KEY RESPONSIBILITIES
- Understand customer technical environment and proactively seek improvements and innovations in the services delivered by SITA to the assigned customer.- Act as the voice of the customer within SITA through periodic client health checks and technical integration audits. Making sure that Technical Support model processes and infrastructure is in place to deliver our contractual commitments. - Improve adoption by making sure that technical support model processes and infrastructure are in place to deliver our contractual commitments.- Collaborate closely with the Technical Support Product and Engineering teams to deliver meaningful outcomes and increasing business value to our clients.
- Act as the key technical contributor and Co-ordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the fault and incident within the prescribed SLA when required.- Partner with the Client Success Manager to identify key technical strategies that will unlock opportunities to provide additional services to the customer.- Understand customer technical environment and drive Continual Service improvement. Proactively seek improvements and innovations in the services delivered by SITA to the assigned customer. Document and manage all technical documentation.
EXPERIENCE
- Overall 7+ years of experience with 3+ years of experience delivering technical solutions and 2+ years of customer facing experience delivering IT services to internal or external customers- 2+ years Air Transport Industry Experience- Experience interacting with product SMEs. Ideally should have experience with an IT solution
KNOWLEDGE & SKILLSPROFESSION COMPETENCIES
- Business Process Improvement
- Communicating for impact
- Consulting
- Crisis Management
- Customer Service
- Partnering for Clients' Success
- Products and Services
- Solutions Development
- Technical Excellence
- Technical Troubleshooting
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Developing Talent
- Impact & Influence
- Leading Execution
- Managing Performance
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
- Bachelors/University degree in related Technical field or equivalent work experience required- ITIL Foundation Certification