Position: Customer Support Aviation Specialist Night Shifts
Company: AbsoluteVizion
Category: Support
Experience required: 1y
English level: upper

NAVBLUE, an Airbus Company is currently seeking a Customer Support Specialist to join our growing team. Reporting to the local head of Customer Support, the 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 a scope extending to additional products in line with business needs.

The Customer Support Specialist is the customer's champion and represents their voice in 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 (telephone, chat, forums & tickets).

The Customer Support Specialist could also at times provide training to customers on both the products and the use of the support system. This training is typically provided through both webinars and on-site customer visits.

The Customer Support Specialist role is transversal and will work across the business at all levels to ensure that customers queries are resolved to their satisfaction, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support, and Software Development.

This position operates on night shifts schedule. Working hours are 23:00 pm until 7:00 am. There is a shift pattern rotation that includes some weekends.

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 SLA’s.
· Troubleshoot queries through all available tools to try to resolve queries before escalation to other teams, performing system changes where required and where permitted through the defined operating procedures
· Work closely with and assist the Product, Development, Technical Operations, and other departments within NAVBLUE to resolve customer issues.
· Provide feedback to Production Teams and Product Management on support trends, issues, and any item impacting customer satisfaction.
· Develop basic knowledge on other products in the NAVBLUE suite
· Complete all training assigned
· Monitor customer satisfaction and build loyalty by providing excellent customer service.
· Ensure Quality and Health & Safety are always maintained.

Academic/Educational Requirements
· Minimum Equivalent of a Secondary Schooling Education
· Aviation/Aeronautical knowledge is beneficial but not essential.

Experience
· Previous experience in a customer service role
· Aviation experience would be beneficial

Licensure/Certifications:
· Pilot license or experience helpful

Knowledge, Skills, Demonstrated Capabilities & Competencies:
· Ability to multi-task, and prioritize
· Strong analytical and problem-solving skills
· Flexibility to work 9-hour shift rotations (days, evenings, and nights) where applicable
· Working knowledge of aviation charts, approach plates and be able to decode and understand aviation weather and NOTAMs
· Ability to work independently and as part of a team

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):
· Fluent in English
· Strong written/verbal communication, organizational, and customer service skills

Technical Systems Proficiency:
· Strong computer skills: familiar with MS Office applications, Internet Explorer/Chrome/Mozilla browsers, Windows environment

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: to lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Halifax, NS (Canada), with other offices all around the world.