As a leading provider of business solutions to the airline industry, Navitaire is a pioneer in
implementing information technology and business process solutions that enable substantial
profitability gains for our customers. Born out of a custom development project in 1988,
Navitaire’s products and services have steadily grown to include a wide variety of mission
critical airline systems.
In January 2001, the merger of four companies (Open Skies, PRA Solutions, ServiceNet, and via
World Network) created Navitaire, Inc., which is headquartered in Minneapolis, Minnesota.
Navitaire employs almost 600 people with worldwide locations in Salt Lake City, Austin,
Manila, Prague and Sydney. Navitaire has enjoyed double-digit growth over the last several
years, and is forecasting additional new growth in 2005 and 2006.
The Customer Support Specialist is responsible for providing technical help regarding complex
problems to end users concerning the use of computer hardware and software. This position is
responsible for problem recognition and resolution using specialized help desk computer
programs and databases. This position also includes customer management responsibilities
working directly with our customers and managing production customer activities. The Customer
Support Specialist collaborates with application developers and higher level technical support
staff to identify and correct more complex problems. The Customer Support Specialist works
with direction and supervision from his/her manager, but is expected to work with high levels
Key Areas of Responsibility:
Provide clients with a central, professional, knowledgeable point of contact to which they can
report issues impacting production.
Troubleshoot technical problems, which may require assessing code and developing as necessary
in order to analyze and resolve problems.
Ensure that clients receive efficient and timely responses, updates, and resolutions of
Generate monthly customer metrics which increase the company’s ability to efficiently resolve
our clients’ issues.
Own the relationships with end users at key carriers
Day to Day Issue Management, customer request monitoring, reporting and follow-through
including coordination across many internal groups
Preparation of Carriers for major upgrades / new releases
Requesting and following through on approvals for change control events
Assist account managers in identifying and defining current and future needs for products and
Assist in the development of documentation related to Customer Support team procedures.
Assist in the completion of miscellaneous projects assigned to the Customer Support team.
Participate with on-call duties which may include carrying a pager and providing 24x7 support
Adhere to Navitaire policies and standards.
Perform other related duties as required and assigned.
Bachelors Degree strongly preferred.
3-5 years minimum relevant working experience (customer support/development).
Experience with airline reservation systems.
Strong customer-facing skills.
Airline code-share experience a strong plus.
Basic competency working in a client server environment.
Requires professional verbal communication skills, written communication skills, excellent
interpersonal skills, initiative, and teamwork ability. Competency with using Microsoft
Ability to work a flexible schedule and be available to work on holidays, when necessary.
Bachelor’s degree or above strongly preferred
We are looking for positive, passionate individuals who are highly accomplished in their
field. We offer a competitive compensation and benefits package and we look forward to hearing
from you. To apply, please follow these steps:
Attach an MS Word version of your resume to your introductory email.
Note in the subject line of your email the location and the position you are applying for:
(SLC-Customer Support Specialist)
Send to: firstname.lastname@example.org
Please note: Relocation Assistance is not available for this position.
No Agency Inquiries Accepted.
We will reply only to those selected for an interview. No phone calls please. EOE. For more
information on Navitaire, please visit our Web site at www.navitaire.com.