• Provide support to users in using systems developed by LPT4 (training will be provided)

• Provide support to users in the use of systems developed by LPT4 (training will be provided).

• Serve as a subject matter expert for ATPCO’s Retailing and Fare Management APIs, Baggage Calculator, Taxes, Fees, Charges (TFCs), and revenue accounting, diagnosing and resolving medium to highly complex issues. • Assist customers in understanding and using ATPCO products to meet their business objectives, providing clear and concise explanations of product functionality and data. • Solve pricing and product issues by applying analytical skills, critical thinking and industry knowledge. • Document recurring issues and create problem records to ensure comprehensive tracking and resolution, including data recording and reporting accuracy. • Collaborate cross-functionally with internal teams to test, troubleshoot, and resolve product-related challenges, offering insights for continuous improvement. • Support testing efforts for new product features and enhancements, ensuring they meet customer and industry requirements. • Follow up with partners to highlight and reinforce technical improvements in ATPCO solutions. • Provide on-call support for urgent off-hours issues, ensuring high-quality responses to critical customer inquiries. • Prioritize and manage tasks to meet deadlines without compromising the quality of support provided. • Continuously learn and stay updated on ATPCO’s evolving product portfolio and industry trends to support customer needs more effectively. • Act as a liaison between customers and internal teams, ensuring feedback from customers is shared for product improvements. • Advocate for customers by escalating issues, providing feedback to product management, and ensuring customer pain points are addressed in product development efforts.

• Handling digital support requests • Providing methodological guidance and follow-up to users • Managing and tracking incidents escalated to IT • Bug management and testing • Executing tests related to anomalies • Tracking change requests and JIRA tickets • Creating, updating and executing regression tests • Performance testing • Writing methodological guides • Developing and updating methodologies tailored to users' needs • Creating and maintaining support standards for support teams • Creating and updating knowledge content in the Chatbot • Coaching and facilitation • Facilitating coaching sessions for client users tailored to their needs • Creating FIM documentation tailored to project requirements