American Airlines Careers | Specialist, System Support Center Job, Phoenix PHX

American Airlines

Job Description

​​This job is a member of the Customer Planning Team within the Customer Experience Division.

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Responsible for acting as a resource for centralized information and support for airport personnel.

Benefits and Offers

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.




• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.




• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.




• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.




• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Your main responsibilities in this role include the following:

Duties and Responsibilities

• 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

Job Requirements

• ​High school diploma or GED equivalency




• 2 years work experience with airline reservation systems (either in reservations agent role or airport customer service role)


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• 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





Preferred Qualifications

Job Details

Company: American Airlines

Employment Type: Full-time

Job Location: Phoenix, AZ, USA

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