Customer Experience Engineer

PASSUR Aerospace, Inc.; Orlando (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

PASSUR Aerospace, Inc. is looking for a Customer Experience Specialist in Orlando, Florida. This role is crucial for managing customer interactions across various channels and enhancing customer satisfaction through effective resolution of issues. Candidates should have at least two years of relevant experience and a Bachelor's Degree.

The ideal candidate will demonstrate exceptional communication skills, a client-centered approach, and familiarity with technical ticket management software. Join a dynamic team committed to operational excellence in the aviation industry.

Qualifications

• Experience as a customer experience specialist, preferably in aviation.
• Ability to communicate effectively with clients and team members.
• Knowledge of customer support processes and tools.

Responsibilities

• Manage customer interactions across various channels.
• Investigate issues and collaborate with technical teams to resolve customer queries.
• Perform data analysis to enhance customer satisfaction.

Skills

Customer experience management

Technical troubleshooting

Communication skills

Time management

Organizational skills

Education

Bachelor's Degree (BA/BS)

Tools

Technical Ticket Management Software

Project Management Software

SQL

Linux/UNIX

MS Office

Job description

PASSUR Aerospace, Inc. is a global leader in digital operational excellence for the aviation industry, delivering predictive analytics and decision support technology that improve customers’ operational performance. The company focuses on helping airlines, airports, and related stakeholders optimize efficiency, reliability, and on-time performance. PASSUR’s solutions turn complex operational data into actionable insights that support better decision‑making in fast‑paced environments. Team members collaborate with industry partners and internal experts to build tools that address real‑world aviation challenges. The organization values innovation, customer focus, and a commitment to continuous improvement in aviation operations.

Role Description

This position is responsible for managing customer interactions across various channels; resolving customer issues promptly and effectively; analyzing customer feedback to inform business improvements; and collaborating with internal teams to enhance customer satisfaction.

Duties and Responsibilities

• Proactively monitors customer’s product and data delivery experiences across various channels, devices, and touchpoints, and takes action when appropriate.
• Investigates issue reports with flight tracks and flight status by correlating the information provided with raw inputs, characteristics and limitations of surveillance methods such as ADS‑B and SWIM, and business rules, and responds to the customer or escalates with technical team as necessary.
• Collaborates with the technical, product, and sales teams to enhance customer services.
• Identifies customer needs and takes proactive steps to maintain positive experiences.
• Responds to customer queries in a timely and effective manner, via phone, email, or other platforms.
• Performs thorough analysis of customer inquiries using internal and external tools and provides this analysis to customers.
• Assumes full ownership of customer issues. When appropriate, creates tickets in PASSUR’s ticketing system, ensures tickets are assigned to the appropriate technical team leads and manages the lifecycle of these tickets to ultimate resolution, handling all follow up communications with internal team members and external customers.
• Performs product tests, evaluates after‑sales and support services, and facilitates improvements.
• Update user guides with key product information and features.
• Shares customer feedback with customer experience team lead and commercial team members.
• Responsible for end user training on PASSUR software and hardware solutions as assigned by Customer Experience team lead; building training agendas and creating training materials.
• Programs and deploys PASSUR hardware devices for customers, both new and support of existing hardware.
• Sends maintenance and outage notifications to PASSUR’s customer base following the process outlined by Customer Experience lead.
• Develops role related competency required to support the product portfolio and customer base.
• Ability to work with flexible schedules and availability to be on‑call outside normal business hours.
• Performs other related duties assigned by management.

Qualifications

• Bachelor's Degree (BA/BS) from four‑year college or university, or two years of related experience and/or training, or equivalent combination of education and experience.

Technical skills required

• Word Processing, Spreadsheet and Presentation Software
• Technical Ticket Management Software
• Project Management Software
• Experience with Linux/UNIX
• Ability to write and modify scripts in Bash, Perl, Python is preferred
• Familiarity with SQL

Other skills required

• At least 2 years' experience as a customer experience specialist, or a similar customer support role.
• Experience in gathering and interpreting customer experience information.
• Proficiency in MS Office, as well as CX and CRM software such as Hubspot
• Exceptional interpersonal skills and a client‑centered approach.
• Great organizational and time management abilities.
• Ability to work independently.
• Superb communication, collaboration, and problem‑solving skills.
• Familiarity with the aviation industry is desired.