Customer Support Specialist, Nfp

Function

Customer Experience
- Location
- Waterloo, Ontario- Reference
- Contract type
Permanent- Working time
Full-time**Job Summary**:
NAVBLUE, an Airbus Company, is seeking a Customer Support Specialist to join our growing team. Reporting to the head of Customer Experience (AMER), the 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 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 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 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.

**Responsibilities**:

- Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.
- Good command of the English language
- Ensure 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 procedures
- Work 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 suite
- Complete all training assigned
- Monitor customer satisfaction and build loyalty by providing excellent customer service.
- Support NAVBLUE’s goals for Quality Assurance and Health & Safety

**Academic/Educational Requirements**
- Minimum Equivalent of a Secondary Schooling Education
- Aviation/Aeronautical knowledge is beneficial but not essential.
- Pilot license or experience helpful

**Experience**
- Previous experience in a customer service role
- Aviation experience would be beneficial

**Knowledge, Skills, Demonstrated Capabilities & Competencies**:

- Excellent communication skills, internally and with customers
- Ability to multitask and prioritize
- Strong analytical and problem-solving skills
- Working knowledge of airline operations, flight plans, aviation charts, approach plates and ability to decode and understand aviation weather and NOTAMs
- Knowledge of EASA Rules, CARS Rules or FAA Rules
- Ability to work independently and as part of a team

**Communication Skills**:

- Fluent in English
- Strong written/verbal communication, organizational and customer service skills

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

- Hybrid working environment (3 days in office per week)
- Free parking
- Strong work-life balance
- Casual dress code
- Competitive flexible group benefits plan
- Strong focus on mental health support benefits
- RRSP matching program
- Employee stock ownership plan
- 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

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.

**About Us**:
NAVBLUE is proud to have been recognized as one of **Waterloo Area’s Top Employers for 2021**. Based on eight criteria: physical workplace, work atmosphere and s