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    technical services support specialist - Montréal, QC, Canada - Air Canada

    Air Canada
    Air Canada Montréal, QC, Canada

    4 weeks ago

    Air Canada background
    Full time
    Description

    Job Description:

    The Airport Service Help Desk Specialist provides 24/7, 365-day support to Airport Amadeus/Altea DCS users worldwide and E-ticket partners when required.

    Provide day of oversight of ops and act as a point of contact for the Airport Service Help Desk coordinators providing assistance and technical expertise to on shift team.

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    Job Responsibilities:
    Escalate unresolved problems with due concern for expediency
    Provide resolutions to problems.
    Record and prioritize calls, escalating according to their relative impact on the operational integrity of Air Canada
    Provide core database support during off-hours.
    Raise trouble reports to document system problems and malfunction.
    Answer E-ticket questions (association, push/obtain control, changing status, cancel FRFT, etc.)
    Provide explanation to users including coaching and training
    Train and coach staff
    Provide DCS support to users (resolve baggage tag issues, seat map queries, Edifact through check-in issues, clarify Timatic, support name changes, transfer customers from one flight to another, assist in handling denied boarding situations and entering hand back information)
    Provide support to IFS Flight Attendants in the navigation of ACU (Air Canada University)
    Contact the OAL helpdesks on behalf of our agents.
    Be the point of contact for Airports with regards to CCS (Common Customer Servicing) for Star
    Alliance Partners, proving seamless travel for passengers travelling on any Star Partner.
    Liaise with IT Development, IBM and Amadeus teams on problems identified as trends and provide quality assurance feedback.
    Develop and maintain strong competency in all technical areas of Airport Amadeus/Altea DCS (i.e Reservations, Departure Control System, Ticketing, etc.)

    Process incoming calls from Airports Amadeus/Altea DCS users: provide assistance to Customer Sales and Service agents on inquiries/problems related to Airport Amadeus/Altea DCS system and procedures.

    Dispatch unresolved problems to 2nd level or 3rd level parties and follow-up on issues;


    Job Requirements:
    Ability to work independently
    Aptitude for computer systems and technologies (Word/Excel/PowerPoint)
    Willingness and ability to work shifts, including evening, overnight and holidays.
    Ability to work under pressure
    Strong knowledge of Altea/Amadeus and ACpedia
    Highly flexible and adaptable
    Self-starter and able to identify/action areas for improvements
    Background in Customer Service with strong experience in Airport functions
    Excellent interpersonal skills
    Strong knowledge of Air Canada products, policies and procedures
    Excellent verbal communication skills


    Job Details:

    Company:
    Air Canada


    Vacancy Type:
    Full Time

    Job Location:
    Montreal, QC, CA


    Application Deadline:
    N/A

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