Sr. Customer Support Specialist, Flight Planning

Sr. Customer Support Specialist, Flight PlanningSr. Customer Support Specialist, Flight PlanningNAVBLUE, an Airbus Company, is seeking a Senior Customer Support Specialist to join our growing team. Reporting to the head of Customer Experience (AMER), the Senior Customer Support Specialist will provide support for NAVBLUE products that are operationally critical to our customers. Primary support activities will include NAVBLUE N-Flight Planning, with scope extending to additional products in line with business needs.The Senior Customer Support Specialist represents the customer voice within the organization. They are responsible for providing first-class support to Navblue customers and will have regular contact when resolving queries through the NAVBLUE support system (telephone, chat, forums & tickets).The Senior Customer Support Specialist also trains customers on the products and use of the support system. This training is typically provided through both webinars and on-site customer visits.The Senior Customer Support Specialist role is transversal and will work across the business at all levels to resolve customer queries, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support and Software Development.The role involves shift work 5 days per week with rotating weekend shift coverage. The standard hours of work are 10am - 7pm.The successful candidate is expected to be able to work with minimal supervision and be fully competent in the execution of the position’s required duties.Responsibilities:Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.Provide Professional and Efficient Customer Service and answer customer tickets appropriately and respectfully using proper Phone and Email Etiquette.Good command of the English languageEnsure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer-specific SLAs.Troubleshoot queries using all available tools to attempt to resolve queries before escalation to other teams, performing system changes where required and where permitted through the defined standard operating proceduresWork closely with Product, Development, Technical Operations and other departments within NAVBLUE to address customer issues and other requests.Provide feedback to Development Teams and Product Management on support trends, issues, and any item impacting customer satisfaction.Gain basic knowledge of all products in the NAVBLUE suiteComplete all training assignedMonitor customer satisfaction and build loyalty by providing excellent customer service.Support NAVBLUE’s goals for Quality Assurance and Health & SafetyAcademic/Educational RequirementsMinimum Equivalent of a Secondary Schooling EducationAviation/Aeronautical knowledge is an assetPilot license or experience helpfulExperiencePrevious experience in a customer service roleAviation experience is an assetKnowledge, Skills, Demonstrated Capabilities & Competencies:Excellent communication skills, internally and with customersAbility to multitask and prioritizeStrong analytical and problem-solving skillsWorking knowledge of airline operations, flight plans, aviation charts, approach plates and ability to decode and understand aviation weather and NOTAMsKnowledge of EASA Rules, CARS Rules or FAA RulesAbility to work independently and as part of a teamTechnical Systems Proficiency:NAVBLUE offers a hybrid working environment, free parking, strong work-life balance, casual dress code, competitive flexible group benefits plan, and more.About Us:NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions. We are committed to creating an environment and a culture where everyone feels like they belong.NAVBLUE is committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. #J-18808-Ljbffr