SKYWISE - Customer Support Specialist - EMEA Region - Crew Efficiency

Airbus Helicopters; Województwo pomorskie; Hybrid; PLN 67.000 - 100.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Training and development (3000 PLN gro

Co-funding for meals and commuting

Private medical coverage

Sport card

Life insurance

Employee Share Scheme

Employee referral program bonus (5000 

Zusammenfassung

Skywise, a leading digital services company owned by Airbus, seeks a Customer Support Specialist in Gdansk to support Flight Operations Solutions with Level 2 tech support. You will work within Deployment and Support for the EMEA region, handling customer inquiries, training, and ongoing product improvements.

Join a team that values proactive problem solving, collaboration with Product, and delivering high-quality customer service across desktop and mobile platforms.

Qualifikationen

• N-OC or similar product knowledge is required.
• 3–5 years of proven, hands-on experience in a technical/IT aviation role, working with Airline Crew Management or Scheduling Systems.
• Experience handling customer requests and issues within SLA timelines.
• Proven ability to multitask during high-stress situations and prioritize work.
• Strong written and verbal communication skills; customer service excellence.
• Fluency in English (written and spoken) is a must.

Aufgaben

• Analyze and troubleshoot Level 2 queries using available tools, resolving where possible without escalation.
• Provide feedback to Production Teams and Product Management on support trends and issues.
• Handle multiple complex customer queries via Skywise Support Portal and ensure timely closure per SLA.
• Coordinate with Product on new releases and assist customers with issues.
• Train on applications and support both desktop and mobile versions for troubleshooting.
• Monitor customer satisfaction and contribute to loyalty through excellent service.
• Maintain quality standards and health and safety practices.

Kenntnisse

N-OC knowledge

Airline crew management experience

Customer support experience

English fluency

Communication skills

Time management

Tools

Freshdesk

Google Suite

Jobbeschreibung

Job Description

Skywise is a leading digital services company, wholly owned by Airbus.

We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations.

By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations.

As Customer Support Specialist, you’ll be part of Customer Experience at Skywise, within the Deployment and Support team of EMEA Region.

You’ll be responsible for the support and services of Flight Operations Solutions delivered to the customers.

The Flight Operations Solutions address Flight Ops, Ground Administration, and Flight Ops Monitoring applications.

You’ll provide technical Level 2 support for the Skywise N-Ops & Crew (N-OC) product with scope to extend this to additional products in line with business needs.

Responsibilities

• Analyze and troubleshoot complex Level 2 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 Skywise Support Portal.
• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific Service Level Agreement’s (SLA).
• 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.
• Organize and manage Customer events such as workshops, support seminars, training sessions
• Create synthetic reports on customers issues, concerns, needs and requests towards Skywise products and services
• Develop / Propose improvements on support procedures, operating modes and team organization
• Propose improvements on Skywise products and services
• Create the correct reporting of day-to-day activity
• Contribute to the right calculation of the KPI related to the support activity
• Write and maintain the products’ documentation
• Contribute to the knowledge and best practices of the group

Must Haves

• N-OC or similar product knowledge
• At least 3-5 years of proven, hands‑on experience in a technical/IT aviation role, working directly with Airline Crew Management or Scheduling Systems and processes.
• 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 communication skills written/verbal communication, organizational and customer service skills.
• Fluency in English written and spoken is a must.

Nice to Haves

• 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
• Experience in providing product training

Software You’ll Use

• N-OC
• Freshdesk
• Google Suite

What We Offer

• Stable, full‑time employment contract
• Flexible working hours with a hybrid model (3 days per week in our Gdansk office at Olivia Business Centre)
• Training and development opportunities to support your career growth (3000 PLN gross per year after the probationary period)
• Co-funding for meals and commuting
• Access to the latest knowledge and technologies enabling professional development
• Opportunity to work on international projects and collaborate with global teams, including occasional international travel
• Private medical coverage
• Sport card
• Mental health support platform
• Life insurance
• Access to Employee Share Scheme
• Employee referral program bonus (5000 PLN)

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.

Skywise is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are 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. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

Skywise Gdansk is operating within the Airbus Helicopters Polska Structure.

At Airbus Helicopters Polska sp. z o.o. Gdańsk Plant, the "Internal procedure for reporting legal violations and taking follow‑up actions at Airbus Helicopters Polska sp. z o.o. Gdańsk Plant" is in effect. This procedure was introduced in accordance with the Act of June 14, 2024, on the protection of whistleblowers (Journal of Laws of 2024, item 928). In the event of any detected violations, whistleblowers can submit reports to the following email address: [e-mail].

Company

Airbus Helicopters Polska Sp. z o.o.

Employment Type

Permanent

Experience Level

Professional

Job Family

Customer Eng.&Technical Support&Services

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

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 [e-mail] .

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.