SKYWISE - Customer Support Specialist - EMEA Region - Crew Efficiency

1709 Airbus Helicopters Polska Sp. z o.o.; Województwo pomorskie; Hybrid; PLN 48,000 - 72,000; Full time

Benefits offered by this job

Hybrid work model (3 days in Gdansk)

Training & development (PLN 3,000 brut

Co-funding for meals and commuting

Private medical coverage

Life insurance

Employee share scheme

Sport card

Mental health support platform

Referral program bonus (PLN 5,000)

Job summary

Skywise, part of Airbus, is seeking a Customer Support Specialist to join the Deployment and Support team for the EMEA region. You will triage, analyze, and resolve Level 2 queries related to Flight Operations Solutions while coordinating with Product on releases and training.

You will train customers on applications, monitor satisfaction, and help improve support processes. A hybrid model with office days in Gdansk is offered, plus development opportunities and health benefits.

Qualifications

• N-OC or similar product knowledge.
• 3-5 years in a technical/IT aviation role with airline crew management or scheduling.
• Experience handling customer requests within SLA timelines.
• Excellent written and spoken English.

Responsibilities

• Troubleshoot Level 2 queries and resolve without escalation when possible.
• Manage multiple complex inquiries via the Skywise Support Portal and log/track all requests.
• Collaborate with Product on releases, training and customer notifications.
• Train users on applications and troubleshoot desktop and mobile versions.
• Monitor customer satisfaction and contribute to KPI reporting.

Skills

N-OC or similar product knowledge

Strong communication skills

Multitasking in high-stress situations

Fluency in English

Customer service orientation

Tools

Freshdesk

Google Suite

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
• Understanding 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)

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.

We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

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. Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

Company: Airbus Helicopters Polska Sp. z o.o. Employment Type: Permanent Experience Level: Professional Job Family: Customer Eng.&Technical Support&Services

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