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about 1 year ago
American Airlines
Location: Phoenix
Job type: Contract/Locum
Contact: No Name
Category: Technician

Job Description


  • Fulfill the purpose of the position: service recovery
  • Act as resource for centralized information and real-time support for customer facing airport personnel, providing essential solutions for different challenges our customers may face
  • Support core department responsibilities: phone support, irregular operation resolution and airport application release testing for QIK and Gate Reader
  • Assist front-line airport agents with real-time issues with a wide range of support, including: functional Sabre, QIK, passenger processing functions, irregular operations recovery planning, policies and procedures, coordinate with IOC, supporting Flight In Trouble related events and solving employees facing challenges with functions and tasks impeding their efforts
  • Support operational readiness issues such as: inop seats, aircraft routing changes, and limited schedule change functions (creation of charters, ferries and extra sections)
  • Serve as a centralized source of information for front-line airport agents
  • Support test functions for ongoing application releases for QIK-Check, Gate-Reader and Kiosk
  • Provide virtual station customer processing support during system outages and failures
  • Support process and technology changes triggered by ancillary related initiatives
  • Support emergency drill functions and applications

Job Qualifications

  • At least 2 years work experience with airline reservation systems (either in reservations agent role or airport customer service role)
  • Solid working knowledge of the airline reservations systems
  • Experience in Native Sabre preferred
  • Basic understanding of Amadeus, Apollo, Galileo, Resiber, and Worldspan is helpful
  • Understanding of code share and schedule change activity
  • Highly motivated with positive attitude, team player, and self-starter
  • Highly organized and able to perform effectively and efficiently within a fast-paced, stressful work environment
  • Ability to work independently and willingness to own and effectively resolve problems
  • Excellent written and verbal communication skills with ability to interact effectively with employees at all levels within the organization
  • Resourceful and able to recommend and make effective decisions timely
  • Ability to clearly understand the impact of irregular operations and deploy sound solutions
  • Able and willing to adopt to changes, particularly to automated solutions
  • Able to anticipate internal and external customer issues and preplan resolutions

Additional Locations: None
Requisition ID: 2012 


Nearest Major Market: Phoenix 
Job Segment: Information Systems, Technical Support, Technology, Aviation

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