Customer Applications Support Specialist Summary Location: Barcelona (Hybrid) Day Rate: Negotiable Duration: 12 Months Availability: ASAP About the Client My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft, and governments. Their technology powers more seamless, safe, and sustainable air travel. They are looking to hire an experienced Customer Applications Support Specialist to join on a freelance/contract basis for 12 months. About the Role As a Customer Applications Support Specialist, you will be a key pillar in enabling the customers to maximize the use of our solutions that contribute to a connected and greener, more sustainable aviation through the enablement of flight optimization. You will be reporting to the Cabin Customer Service Manager, the Customer Applications Support Specialist is the overall responsible for the support to our customers, execution of Standard Operating Procedures related to ITIL processes such as Incident Management, Event Management and Request Fulfilment. Key Duties • Perform daily monitoring of all Cabin customer tickets to ensure timely resolution. • Deconflict and escalate urgent tickets to the appropriate engineering team for swift resolution. • Take action to address tickets lacking sufficient information through effective communication and clarification. • Monitor due dates for Service Request implementation to ensure timely completion. • Facilitate communication between internal teams to ensure Customer Service Team is informed about tickets impacting their customers. • Identify and prioritize service improvements based on internal business requirements and feedback. • Collaborate with key internal stakeholders to monitor and uphold service level agreements (SLAs) and maintain service standards. • Supervise the day-to-day delivery of IT services, ensuring adherence to established service levels. • Monitor service performance metrics and identify areas for improvement to enhance service quality and operational efficiency. • Coordinate with internal technical teams to promptly resolve service incidents and fulfil service requests. What we are looking for Knowledge & Skills • Minimum of 2 years proven experience in telecommunications in large scale business. • Minimum of 2 years proven experience in a customer support role, preferably in a technical support or service desk environment. • Proven experience using Service Now IT service management tool. • Commitment to continuous learning and staying updated with industry trends and best practices. • Fluent in English - verbal and written communication skills. • Customer service orientation with the ability to communicate technical topics. • Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment. • Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively. • Strong documentation skills to accurately record customer interactions and resolutions. • Ability to work both independently and collaboratively in a team-oriented environment. • Adaptability, resilience, and a positive attitude towards handling challenging customer situations. • Be a team player. Desirable Skills • High school diploma or equivalent with additional technical certifications or a degree in a related field. • Experience in Air Transport. • ITIL V4 Foundation certificate and experience working with ServiceNow. Candidates must be willing to work 3 days per week at the Barcelona office, 2 days remote working. #J-18808-Ljbffr
