Sr. Customer Support Specialist, Flight Planning

Navtech, Inc.; Southwestern Ontario; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading flight operations solutions provider is seeking a Senior Customer Support Specialist to enhance customer experience. Responsibilities include troubleshooting customer queries, training users, and cooperation with various departments. Ideal candidates should possess strong communication skills and aviation knowledge. This is a hybrid role with competitive benefits, aimed at providing first-class support to clients in a dynamic environment.

Benefits

Hybrid working environment

Free parking

Strong work-life balance

Competitive flexible group benefits plan

Qualifications

• Experience in a customer service role is required.
• Aviation experience is an asset.
• Pilot license or experience is helpful.

Responsibilities

• Act as the main point of customer contact through the NAVBLUE Support Portal.
• Provide professional and efficient customer service.
• Troubleshoot queries and manage customer tickets.

Skills

Excellent communication skills

Ability to multitask and prioritize

Strong analytical and problem-solving skills

Working knowledge of airline operations

Education

Minimum Equivalent of a Secondary Schooling Education

Aviation/Aeronautical knowledge

Job description

Sr. Customer Support Specialist, Flight Planning

Sr. Customer Support Specialist, Flight Planning

NAVBLUE, an Airbus Company, is seeking a Senior Customer Support Specialist to join our growing team. Reporting to the head of Customer Experience (AMER), the Senior 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 Senior 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 Senior 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 Senior 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.

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.

Responsibilities:

• Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.
• Provide Professional and Efficient Customer Service and answer customer tickets appropriately and respectfully using proper Phone and Email Etiquette.
• 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 an asset
• Pilot license or experience helpful

Experience

• Previous experience in a customer service role
• Aviation experience is an asset

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

Technical Systems Proficiency:

NAVBLUE offers a hybrid working environment, free parking, strong work-life balance, casual dress code, competitive flexible group benefits plan, and more.

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions. We are committed to creating an environment and a culture where everyone feels like they belong.

NAVBLUE is committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class.