Technical Customer Success Specialist

Overview

WELCOME TO SITA SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture. 

Ready to redefine air travel? The journey starts here, with you at SITA. 

ABOUT THE ROLE & TEAM: 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 query’s and troubleshoot issues to maximize customer satisfaction by applying industry leading processes and procedures.

What you will do:• 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.

Qualifications

Who you are: • Bachelors/University degree in related Technical field or equivalent work experience required • ITIL Foundation Certification • Overall 7 years of experience with 3 years of experience delivering technical solutions • 2 years of customer facing experience delivering IT services to internal or external customers • Minimum 3-5 years’ experience in the network, and application/system support domain.  • Must have dealt directly with external customers delivering to SLAs. • 2 years Air Transport Industry Experience(nice to have) • Experience interacting with product SMEs.  • Ideally should have experience with an IT solution

WHAT WE OFFER:  SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:🏡 Flex-week: Work from home up to 2 days/week (depending on your Team's needs).⌚ Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.🌎 Flex-location: Benefit for 26 working days from anywhere around the world each year! 🙌🏽 Competitive benefits according to the local market 

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.