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Customer Support Specialist

4 months ago

Waterloo, Canada NAVBLUE, an Airbus Company Full time

**Customer Support Specialist (Airline Operations Solutions)**

**Position Type**:Full Time

**Department**: Customer Experience

**Location**: Waterloo Office

**Job Summary**:
NAVBLUE, an Airbus Company is currently seeking a Customer Support Specialist who will provide support for NAVBLUE products that are operationally critical to our customers. These include NAVBLUE Operation Control N-OC (Operations Control and Daily Crewing) and N-Crew Product suit (Preferential Crew Bidding/Awarding, Line Bidding/Awarding and Equity Bidding/Awarding) with scope extending to additional products in line with business needs.

The Customer Support Specialist is the customers champion and represents their voice into the organization. They are responsible for providing a first-class level of Support to NAVBLUE customers and will have regular contact including resolving queries through the NAVBLUE support system (telephone, chat, forums & tickets).

The Customer Support Specialist will also at times provide training to customers on both the products and use of the support system. This training is typically provided through both webinars and on-site customer visits.

The Customer Support Specialist role is transversal and will work across the business at all levels to ensure that customers queries are resolved to their satisfaction, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support and Software Development.

**Responsibilities**:

- Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.
- Work with new customers to on-board them to the Support Portal ensuring they are competent in using the tool.
- Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s.
- Troubleshoot queries through all available tools to try to resolve queries without escalation to L3 teams, performing system changes where required and permitted through the defined operating procedures
- Provide feedback to Production Teams and Product Management on support trends, issues and any item impacting customer satisfaction.
- Monitor customer satisfaction and build loyalty from customer by providing excellent customer service.
- Ensure Quality, good housekeeping & Health & Safety is always maintained.

**Required Skills/Experience**:

- Previous experience in a customer service role.
- Able to work to strict deadlines.
- Proven ability to multitask during high stress situations and prioritize work
- Strong analytical and problem-solving skills
- Able to think critically and take a proactive approach to identify problems, issues, and opportunities.
- Strong communication skills written/verbal communication, organizational and customer service skills
- Aviation industry experience including crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided
- A team player
- Adept at using and learning new software
- Attention to detail & quality minded.

**Additional knowledge in the below is beneficial**:

- Understanding Hotel, Air and Ground Transportation requirements for Crew
- Understanding Crew duty and rest violations
- Understanding the relationship between crew details and flight operations such as crew qualifications/ training records and other information
- Understand the required daily reporting and tracking of crew and aircraft
- Understanding Irregular Operations (IROP) contingency plans

**Qualifications**:

- Educated to A level/ GCSE standard or equivalent.
- Geographical/ Aeronautical Knowledge beneficial but not essential.

**Perks**:
Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles. As part of our family, you will enjoy:

- Free parking
- Hybrid work environment
- Strong work-life balance
- Casual dress code
- Competitive flexible group benefits plan
- RRSP matching program
- Referral program
- Rewards and Recognition program
- Training and Development Support
- Monthly Lunch and Learns
- Fitness & Wellness reimbursement
- Weekly healthy snacks and holiday lunches
- An active social committee
- Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
- And much more

Not to mention, the aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.

**How to Apply**:
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