Customer Support Assistant (Casual)

Job Title

Customer Support Assistant (Casual)

Purpose Of The Role

Product Support Associate Engineer 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 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 365 days majorly 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 Amades 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
• 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
  
  

Relevant Work Experience

• 1-2 Years of relevant work experience in a Customer Support related Role
• Hands-on Experience in Mechanical Device Management
• Preferably prior Experience in an Airport with a Mechanical Device and/or in a support role.
• Incumbent needs to understand the critical reliance of customers on the availability and performance of the self-service solutions that the incumbent will be supporting. Needs to understand that good support will drive new business.
  
  

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.