Air Canada Jobs in Montreal – Airport Services Help Desk Specialist

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

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