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.
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.
Role and responsibilities
Train and coach staff
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.
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, push/obtain control, changing status, cancel FRFT, etc.)
Contact the OAL helpdesks on behalf of our agents.
Provide support to IFS Flight Attendants in the navigation of ACU (Air Canada University)
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 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 Airport Amadeus/Altea DCS (i.e Reservations, Departure Control System, Ticketing, etc.)
Strong knowledge of Air Canada products, policies and procedures
Strong knowledge of Altea/Amadeus 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:
Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Mandatory Covid-19 Vaccination Required
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.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.