Thursday , February 29 2024

Air Canada Jobs in Montreal – Airport Services Help Desk Specialist

Website Air Canada

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.

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

Apply Here