Customer Support Specialist

2 weeks ago

Edmonton, Canada Air Trail Full time

**What we do**

Air Trail makes software for regional airlines—our customers fly air ambulance, aerial firefighting, charters, pipeline inspection, scheduled passenger service, and more. It’s an industry that still largely uses manual processes and paper, but we don’t think it has to be. Our product is growing every day - We are constantly iterating and building new features alongside our rapidly expanding list of customers, and have no shortage of new product opportunities in our roadmap.

**What you’ll do**

We’re seeking a tech-savvy and customer-focused professional to join our team. As a key member of our small but dynamic group, you'll play a vital role in shaping exceptional customer experiences. In this position, you’ll work closely with all aspects of our business, ensuring seamless support for our customers. As a primary point of contact, you'll assist pilots, mechanics, and back-office staff with any software-related support needs, helping them navigate challenges with confidence and ease.

What your week might look like:

- Troubleshooting issues in real-time to provide swift and effective resolutions
- Developing training materials and enhancing our support wiki for better customer self-service
- Gathering and analyzing client feedback to drive meaningful feature improvements
- Deepening your expertise in Canadian Aviation Regulations to better assist our users
- Identifying trends in support requests and helping prioritize development work accordingly

And then your next week may look different—we are a scaling tech company after all

**Who you are**
- You are eager, curious, and flexible
- You are self-directed, detail-oriented, and accountable
- You are coachable and have a strong desire to learn and improve
- You relish opportunities to be creative and have autonomy, you don’t need a playbook to get things done
- You value cooperation over competition
- You love your craft
- You have deep empathy for our customers
- You have excellent communication skills
- You can legally work in Canada and live in Edmonton

Bonus
- You know the aviation space, possibly even consider yourself an “AvGeek”
- You have a basic programming background, specifically in JSON and data structures/relations
- Read the job description thoroughly
- Find out as much as you can about Air Trail
- Tailor your resume, and like you mean it
- Be honest—we may discover that you bring things that we missed in this job ad

Status: Open

Capacity: Full-time

Location: Edmonton, Alberta

Pay: $40,000.00-$50,000.00 per year

**Benefits**:

- Flexible schedule
- Paid time off
- Work from home

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday
- On call
- Weekends as needed

Application question(s):

- Do you currently live in Alberta?
- Are you interested in aviation?
- Are you willing to undergo a background check for this role?

Work Location: Hybrid remote in Edmonton, AB T5J 0Z9

Expected start date: 2025-03-10

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