Job Title

Join to apply for the Technical Customer Success Specialist role at SITA2 days ago Be among the first 25 applicantsJoin to apply for the Technical Customer Success Specialist role at SITAGet AI-powered advice on this job and more exclusive features.WELCOME TO SITAOverviewWELCOME TO SITASITA is the leading specialist in air transport communications and information technology. We dont just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.Ready to redefine air travel? The journey starts here, with you at SITA.About The Role & TeamAt SITA we believe in putting the customer at the center of everything we do. One of the primary objectives of this role is to be trusted technical advisor to provide technical expertise and support customers achieve their business goals objectives and outcomes.As a Technical Customer Success Specialist your goal will be to use your technical and product expertise to define and drive our clients? overall technical strategy. Manage Customer specific technical design query?s and troubleshoot issues to maximize customer satisfaction by applying industry leading processes and procedures.What You Will DoUnderstand customer technical environment and proactively seek improvements and innovations in the services delivered by SITA to the assigned customer.Act as the voice of the customer within SITA through periodic client health checks and technical integration audits.Making sure that Technical Support model processes and infrastructure is in place to deliver our contractual commitments.Improve adoption by making sure that technical support model processes and infrastructure are in place to deliver our contractual commitments.Collaborate closely with the Technical Support, Product and Engineering teams to deliver meaningful outcomes and increasing business value to our clients.Act as the key technical contributor and coordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the fault and incident within the prescribed SLA when required.Partner with the Client Success Manager to identify key technical strategies that will unlock opportunities to provide additional services to the customer.- Understand customer technical environment and drive Continual Service improvement. Proactively seek improvements and innovations in the services delivered by SITA to the assigned customer. Document and manage all technical documentation.Understand customer technical environment and proactively seek improvements and innovations in the services delivered by SITA to the assigned customer.- Act as the voice of the customer within SITA through periodic client health checks and technical integration audits. Making sure that Technical Support model processes and infrastructure is in place to deliver our contractual commitments.Improve adoption by making sure that technical support model processes and infrastructure are in place to deliver our contractual commitments.- Collaborate closely with the Technical Support Product and Engineering teams to deliver meaningful outcomes and increasing business value to our clients.QualificationsEXPERIENCE:Overall 7+ years of experience with 3+ years of experience delivering technical solutions and 2+ years of customer facing experience delivering IT services to internal or external customers- 2+ years Air Transport Industry ExperienceExperience interacting with product SMEs. Ideally should have experience with an IT solutionTechnical CompetenciesNetworking FundamentalsSolid understanding of TCP/IP, routing, switching, VLANs, DNS, DHCP, NAT.Familiarity with BGP, OSPF, EIGRP, MPLS especially in the context of IPVPN.Concepts of QoS (Quality of Service), latency, jitter, and SLAs.Understanding of Wi-Fi standards (802.11a/b/g/n/ac/ax), frequencies, channel planning.Wi-Fi security protocols (WPA2/WPA3-Enterprise, RADIUS, 802.1X).Familiarity with Wi-Fi troubleshooting toolsCisco TechnologiesWorking knowledge of:oCisco enterprise networking hardware (Catalyst, Nexus, ASR/ISR routers).oCisco SD-WAN (Viptela) & Meraki cloud-managed networks.oCisco DNA Center / Cisco ISE (Identity Services Engine) for policy and access control.Troubleshooting via CLI and Cisco tools (Prime Infrastructure, TAC).Versa Networks (SD-WAN & SASE)Understand Versa SD-WAN/SASE architecture, controller & edge deployment models.Ability to explain policies: traffic steering, segmentation, ZTP (zero touch provisioning).Awareness of security services integrated in SASE (firewall, SWG, CASB, ZTNA).VERSA Concerto knowledge.Service Management / DeliveryITIL PracticesKnowledge of ITIL Incident, Problem, Change, Service Request, Service Level Management.Ability to align customer success initiatives with agreed SLAs/OLAs.Using ticketing and monitoring platforms in ServiceNow.Performance Monitoring & ReportingInterpreting and presenting:oNetwork utilization & health dashboards.oUptime/availability reports, latency/jitter packet loss KPIs.oSLA compliance reportsBachelor''s degree in Computer Science, Information Technology, or a related field.ITIL Foundation CertificationWhat We OfferSITAs workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer: Work Flexibility: Work from home up to 2 days/week (depending on your Team''s needs).You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager. Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life. Professional Development: Unleash your potential with our training offers via Coursera! Flex-location: Benefit for 30 working days from anywhere around the world each year! Competitive benefits according to the local marketSITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at SITA by 2xSign in to set job alerts for Customer Service Technician roles.Sydney, New South Wales, Australia 4 hours agoSydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 1 month agoCustomer Service Representative / Office Administrator (approx. 23 hours per week)North Sydney, New South Wales, Australia 3 days agoCustomer Service Representative (Superannuation)Sydney, New South Wales, Australia 3 weeks agoCustomer Service Representative - 12 months contractCustomer Service Representative, 12-Month ContractSydney, New South Wales, Australia 2 weeks agoRedfern, New South Wales, Australia A$60,000.00-A$70,000.00 2 weeks agoMillers Point, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 2 weeks agoCustomer Service Representative (Superannuation)Parramatta, New South Wales, Australia A$60,000.00-A$70,000.00 1 week agoFrenchs Forest, New South Wales, Australia 3 weeks agoArndell Park, New South Wales, Australia 4 weeks agoSydney, New South Wales, Australia 6 months agoCustomer Service Representative (Tech/ SaaS)Artarmon, New South Wales, Australia 2 weeks agoBrookvale, New South Wales, Australia 7 hours agoCustomer Service Representative & Customs ClassifierSydney, New South Wales, Australia 1 day agoNorth Sydney, New South Wales, Australia 2 months agoSydney, New South Wales, Australia 14 hours agoMacquarie Park, New South Wales, Australia 1 month agoCustomer Service and Outbound Sales RepresentativePagewood, New South Wales, Australia 1 month agoCustomer Service and Sales RepresentativeBlacktown, New South Wales, Australia A$60,000.00-A$120,000.00 4 weeks agoSydney, New South Wales, Australia 11 months agoCustomer Service Representative & AdministratorMount Pritchard, New South Wales, Australia 6 days agoMount Pritchard, New South Wales, Australia 2 weeks agoMR Driver / Customer Service RepresentativeGreystanes, New South Wales, Australia 54 minutes agoSt Leonards, New South Wales, Australia 1 week agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr