Specialist Customer Support (24/7 shifts)/ German Speaker
- Hiring from
- Jordan
- Work type
- Remote
- Posted
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Overview
WELCOME TO SITA
At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
Are you ready to love your job?
The adventure begins right here, with you, at SITA.
ABOUT THE ROLE & TEAM
As Customer Support Specialist – German Speaker, you will be the first point of contact for our airport and airline customers, resolving technical issues and service requests while acting as a trusted subject-matter expert for our German-speaking accounts.
You will be accountable for delivering fast, reliable first- and second-line support that keeps airport and airline operations running smoothly across our KSA, MEA and European customer base.
Reporting to the Team Lead, DCO AMM Customer Support, you will be a part of the Digital Customer Operations (DCO) AMM Customer Support team responsible for providing Airport support across KSA, MEA and Europe, handling incidents, service requests and proactive monitoring for SITA’s airport technology customers.
WHAT YOU WILL DO:
Act as the first point of contact for incoming customer queries, triaging and resolving incidents within agreed SLAs.
Provide advanced troubleshooting and technical support for complex issues, and act as a Subject Matter Expert (SME) for airport support products and services.
Mentor and support junior agents with challenging cases, sharing troubleshooting techniques and best practice.
Log, track and manage incidents and service requests in ServiceNow, ensuring accurate documentation and timely updates.
Apply ITIL-aligned incident, problem and change management processes to keep response and resolution on track.
Query and interpret data using SQL to diagnose issues and support root-cause analysis.
Provide proactive support to identify recurring issues and recommend service improvements.
Deliver direct, professional support to German-speaking customers in their native language.
Monitor and ensure resolution of escalated issues within SLAs, keeping stakeholders informed throughout.
Support customers across the KSA, MEA and Europe, Airport support portfolio.
- When/where required, perform assigned tasks on 24 x 7 shifts basis
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Qualifications
WHO YOU ARE:
Fluent in German and English, written and spoken, with the confidence to support customers directly in German.
A background in IT, Computer Science or a related technical field, whether through formal education or equivalent hands-on experience.
Strong troubleshooting skills, with the ability to diagnose and resolve technical issues methodically under time pressure.
Working knowledge of the ITIL framework and its application to incident, problem and service request management.
Practical experience writing and interpreting SQL queries.
Experience administering ServiceNow as a System Admin, including configuration and workflow management.
At least 2 years of experience in a customer service or technical support role.
Strong communication skills and a calm, customer-focused approach under pressure.
Strong overall technology skills and a genuine interest in high-tech, digital and cloud-based systems, with the ability to pick up new platforms and tools quickly.
NICE-TO-HAVE:
Experience in the airline, airport or travel technology industry.
Additional European language skills beyond German and English.
Exposure to Power BI or similar reporting/dashboard tools for monitoring service performance.
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.