Airport Service Help Desk Specialist

7 days ago

Dorval, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

**Scope**:
The Airport Service Help Desk Specialist provides 24/7, 365-day support to Airport Amadeus/Altea CM DCS users worldwide and Interline partners when required. Aiding with questions and technical expertise by phone to support Air Canada Airports operations.

**Role and responsibilities**:

- Process incoming calls to Airport Amadeus/Altea users: aid Airport Customer Experience Specialists on inquiries/problems related to Airport Amadeus/Altea system and procedures.
- Record and prioritize calls, escalating according to their relative impact on the operational integrity of Air Canada
- 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)
- Answer E-ticket questions (association, coupon control etc.)
- Provide support for reservation issues, including dividing PNRs, name changes, fare quotes and ticket re-issues.
- Contact the OAL Helpdesks on behalf of our Specialists.
- 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.
- Provide resolutions to problems.
- Provide explanation to users including coaching and training.
- Dispatch unresolved problems to 2nd level or 3rd level parties and follow-up on issues.
- Escalate unresolved problems with due concern for expediency.
- Liaise with IT Development, IBM and Amadeus/Altea teams on problems identified as trends and provide quality assurance feedback.
- Raise trouble reports to document system problems and malfunction.
- Provide core database support during off-hours.
- Develop and maintain strong competency in all technical areas of Amadeus/Altea (i.e., Reservations, Departure Control System, Ticketing, etc.)

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

**Conditions of Employment**:
**Linguistic Requirements**

Bilingual (English and French)

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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