IT Customer Success Specialist
Job Description
Job title: IT Customer Success Specialist
Company: SITA
Job description: Overview
Overview:
As an Associate Customer Success Specialist your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle. A key aspect of the role would be to form a relationship of trust with customers anticipate needs and act with agility and flexibility in the face of any situation that may arise.
We are seeking a dynamic and technically proficient individual to fill the role of SITA Services Specialist. The primary responsibility of this position is to oversee SITA services, encompassing network services and various airport functionalities such as self-drop baggage, check-in, and boarding systems. The ideal candidate will possess a strong technical background, adept troubleshooting skills, and a comprehensive understanding of IT infrastructure, particularly from the perspective of customer success departments.
Key Responsibilities:
Technical Expertise: The candidate must demonstrate a sound technical background, including expertise in ticketing systems and troubleshooting methodologies. Proficiency in ITIL systems is a mandatory requirement for this role.
Issue Management: Effectively handle the escalation of issues by liaising with internal teams. Act as the primary contact for customers, receive requests, and efficiently manage ticketing processes to ensure timely resolution.
Change Requests: Execute change requests seamlessly, such as relocating offices from one location to another. The ability to navigate and implement changes in IT infrastructure is crucial to success in this role.
Client Interaction: Serve as the main point of contact for clients, ensuring effective communication and understanding of their requirements. Regularly update clients on the status of their requests and provide viable solutions in alignment with established targets.
Performance Service Review: Collaborate with internal teams to gather relevant information and measure key performance indicators (KPIs) of services. Conduct comprehensive service reviews and use data-driven insights to inform clients of the performance status.
Qualifications
Requirements:
IT Background: 3-5 years of foundation in IT, with a proven track record of providing IT solutions, is essential for this role.
ITIL Systems: Minimum 2 years experience in ITIL systems are mandatory.
Industry Expertise: A background in both the aviation and IT/Telecoms sectors is a must-have, ensuring familiarity with the unique challenges and requirements of these industries.
Your day-today tasks:
- Acts as a point of contact and manages all customer requests for service promptly and professionally
- Analyze problematic situations and occurrences and implements solutions
- Identify risk areas and escalate operational issues as required
- Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services
- Review the monthly CSM revenue and ensure that all CSM related services are correctly billed
- Acts as a point of contact and manages all customer requests for service promptly and professionally
- Identify risk areas and escalate operational issues as required. Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services
What we offer:
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we’re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.
Expected salary:
Location: London
