Specialist, System Support Center (Phoenix, AZ, US)

Location: McClelland Flight Ctr (PHX-FTC1) 
Additional Locations: None
Requisition ID: 30101 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Customer Planning Team within the Customer Experience Division. This position will be responsible for acting as a resource for centralized information and support for airport personnel.

 

Specifically, you’ll do the following:

• Supports core department responsibilities: phone support, re-accommodation planning, irregular operation resolution, and airport application release testing for QIK and Gate-Reader
• Assists front-line airport agents with real-time events with a wide range of support, including: functional Sabre, QIK ticketing, passenger check-in 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
• Supports operational readiness issues such as: inop seats, aircraft routing changes, and limited schedule change functions (creation of charters, ferries and extra sections)
• Serves as a centralized source of information for front-line airport agents
• Supports test functions for ongoing application releases for QIK-Check, Gate-Reader and Kiosk
• Provides virtual station customer processing support during system outages and failures
• Supports process and technology changes triggered by ancillary related initiatives
• Supports emergency drill functions and applications
• Ability to work varied days/hours including holidays

Qualifications

Required Qualifications

• ​High school diploma or GED equivalency
• 2 years work experience with airline reservation systems (either in reservations agent role or airport customer service role)
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Knowledge of the airline reservations systems
• Ability to be highly motivated with positive attitude
• Ability to be a team player and self-starter
• Ability to be highly organized
• Ability to perform effectively and efficiently within a fast-paced work environment
• Ability to work independently and willingness to own and effectively resolve problems
• Ability to recommend and make effective timely decisions
• Ability to clearly understand the impact of irregular operations and deploy sound solutions
• Ability to adapt to changes, particularly to automated solutions
• Ability to anticipate internal and external customer issues and preplan resolutions
• Ability to effectively utilize applications/systems specific to position

Additional Locations: None
Requisition ID: 30101 

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