Customer Technical Support Specialist

Job Description:

Are you passionate about Aviation? Do you like working with customers from all over the world? Would you like to work in a fun and exciting team? 

NAVBLUE, an Airbus Company is currently seeking an advanced Technical Support Specialist to join our growing team! 

The candidate will provide technical customer support for the NAVBLUE N-Ops & Crew (N-OC) product with scope to extend this to additional products in line with business needs.

The Technical 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 complex, technical  queries through the NAVBLUE support system (telephone, chat, forums & tickets). 

When applicable and with advance notice, the Technical 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 Technical 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. 

The successful candidate will have at least 3-5 years experience in either a customer/technical or aviation role. They will be expected to fully learn the Product to be able to answer complex customer queries. 

A team player who likes problem solving, has good communication skills and is passionate about Aviation. 

This role is working on a shift pattern including weekends and bank holidays on a rotational basis.

The working hours in Poland office are:

Shift 1: 07:30 AM until 15:30 PM

Shift 2: 08:30 AM until 16:30 PM

Hybrid working - 3 days a week (Mon, Tues, Weds) in the office. 

One weekend shift every 4 weeks on a work from home basis

Bank holidays on a work from home basis 

During the training period (approx. 2 months) you will be required to work standard hours Mon-Fri in the office. Once you have completed training you will be moved to the shift rotation where hybrid working can begin.

Responsibilities:

• Analyze and troubleshoot complex 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.
• Manage and be responsible for multiple complex and technical queries submitted by customers through the Navblue Support Portal. 
• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s.
• Work closely with Product on new releases of the applications including training on the release, notifying new customers, and assisting customers with any issues.
• Train on the applications and use the desktop and mobile versions to troubleshoot any customer issues or queries.
• Monitor customer satisfaction and build loyalty from customers by providing excellent customer service.
• Ensure Quality, good housekeeping & Health & Safety is always maintained. 

Required Skills/Experience: 

• At least 3-5 years experience within a Technical Customer Support role or within the Aviation industry.
• Experience working with customer requests and issues in a strict time frame and adhering to SLA’s
• 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
• 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
• Crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided

Communication Skills: 

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

Technical Systems Proficiency: 

• Strong computer skills: familiar with Google Workspace and associated programs. 

We offer: 

• Stable employment based on a full-time job contract
• International working environment in a dynamic company 
• Access to the latest knowledge and technologies enabling professional development 
• Training and development possibilities 
• Participating in international projects and international trips 
• Competitive salary dependent on experience and qualifications
• Private medical coverage for you and your family 
• Sport card 
• Life insurance for you and your family
• Co-funding for meals

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.