Associate Customer Support – 24/7 Shifts

About the role

As an Associate Customer Support professional at SITA, you will be the primary point of contact for internal and external customers, ensuring incidents are resolved and change requests are handled within agreed Service Level Agreements (SLAs). The role operates on a 24 × 7 shift basis, requiring proactive communication and coordination with multiple resolver groups.

Key responsibilities

• Provide Service Operations support in line with customer contracts and SLAs.
• Act as the single point of contact (SPOC) for customers, coordinating interventions and maintaining clear communication.
• Initiate timely escalations to specialized resolver groups to achieve the shortest possible restoration times.
• Detect and diagnose service events, own service requests, and ensure fault resolution.
• Log, monitor, and chase incident progress across internal teams and third‑party vendors.
• Deliver professional assistance over the phone, influencing customer satisfaction.

Required profile

• Strong customer‑focused attitude with excellent verbal communication skills.
• Ability to work independently on 24 × 7 shifts and manage multiple incidents simultaneously.
• Detail‑oriented and capable of following defined processes and SLAs.

Required skills

• Incident management and ticketing processes.
• Understanding of Service Level Agreements (SLAs) and escalation procedures.
• Basic knowledge of IT service operations and troubleshooting.