Customer Support Specialist (offline) $500-800

Job Summary:

NAVBLUE, an Airbus Company is currently seeking a Customer Support Specialist who will provide support for the NAVBLUE N-Ops & Crew Airline Management System (Operations Control and Daily Crewing), which are operationally critical to our customers.

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 (chat, forums & tickets, telephone).

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. The successful candidate is expected to work 24/7 rotating shifts.

Responsibilities:

• Act as the main point of customer contact for N-Ops & Crew 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.
• Perform a thorough analysis of tickets before escalating to L3
• Troubleshoot queries through all available tools to try to resolve queries without escalation to L3 teams, performing system changes where required and where permitted through the defined operating procedures
• Provide feedback to Production Teams and Product Management on support trends, issues, and any item impacting customer satisfaction.
• Ensure Quality, Good Housekeeping & Health & Safety are maintained at all times.
• Database adds/edits/deletes as required.
• Provide training to new staff as required.

Required Skills/Experience:

• Strong analytical and problem-solving skills
• Adept at using and learning new software
• Previous experience in a customer service role is desirable.
• Able to work to strict deadlines.
• Strong English communication skills and able to deal with a wide range of external customers.
• Proven ability to multi-task during high-stress situations and prioritize work
• Able to think critically and take a proactive approach to identify problems, issues, and opportunities.
• Basic knowledge of computer systems
• Strong 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
• Attention to detail & quality minded.
• Ability to work morning, afternoon and night shifts

Qualifications:

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

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight, and balance), and crew planning solutions. These products directly support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

Through digital and collaborative innovation, our passionate and customer-focused team develops solutions to enhance the safety and efficiency of air transport. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was, therefore, a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Malmö (Sweden), with other offices all around the world.

About AbsoluteVizion

We are Ukraine based outsource Software Development company producing software for a wide variety of industries.
Headquartered in Kharkiv we are ready for all types of tasks. Led by an experienced and visionary management team, our company is poised to be the driving innovative force in Software Development, while raising the bar for quality and service standards.
Our main line of business is providing customers with their own dedicated software development teams.

Company website:
http://www.absolutevizion.com

DOU company page:
https://jobs.dou.ua/companies/absolutevizion/