Careers

Customer Support Specialist (Airline Operations Solutions)

Customer Experience
Waterloo
Permanent
Full Time

Customer Support Specialist (Airline Operations Solutions)

                                                                                                                                          

 Position Type:                       Full Time

Department:                           Customer Experience

Location:                                Waterloo Office

 

 Job Summary:

NAVBLUE, an Airbus Company is currently seeking a Customer Support Specialist who will provide support for NAVBLUE products that are operationally critical to our customers.  These include NAVBLUE Crew Planning and Raido Airline Management Systems (Operations Control and Daily Crewing) with scope extending to additional products in line with business needs. 

The Customer Support Specialist is the customers champion and represents their voice into 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 will also at times provide training to customers on both the products and 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. 

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. The successful candidate is expected to working morning and afternoon shifts.

 

Responsibilities:

  • Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal .
  • Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s.
  • Perform thorough analysis of tickets before escalating to L3
  • Troubleshoot queries through all available tools to try to resolve queries without escalation to L3 teams, performing system changes where required and where permitted through the defined operating procedures
  • Provide feedback to Production Teams and Product Management on support trends, issues and any item impacting customer satisfaction.
  • Work with new customers to on-board them to the Support Portal ensuring they are competent in using the tool.
  • Set up internal agents on the support portal and provide training to teams.
  • Co-ordinate with the other Product Support Teams to on-board customers and resolve issues with the opportunity to visit other NAVBLUE office locations.
  • 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.
  • Attend weekly Customer Experience governance meeting to discuss any issues and submit ideas for improvement.
  • Monitor customer satisfaction and build loyalty from customer by providing excellent customer service.
  • Ensure Quality, good housekeeping & Health & Safety is maintained at all times.
  • 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
  • Database adds/edits/deletes as required.
  • Provide training to new staff as required.

 

Required Skills/Experience:

  • Previous experience in a customer service role.
  • Able to work to strict deadlines.
  • Strong communication skills and able to deal with a wide range of external customers.
  • Proven ability to multi-task during high stress situations and prioritize work
  • Able to think critically and take a proactive approach to identify problems, issues, and opportunities.
  • Strong written/verbal communication, organizational and customer service skills
  • Strong analytical and problem-solving skills
  • Aviation industry experience including crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided
  • A team player
  • Adept at using and learning new software
  • Attention to detail & quality minded.
  • Ability to work morning and afternoon shifts

 

Qualifications:

  • Educated to A level/ GCSE standard or equivalent.
  • Geographical/ Aeronautical Knowledge beneficial but not essential.

 

Perks:

Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open work stations, rather than boxed-in cubicles. As part of our family, you will enjoy:

  • Free parking
  • Strong work-life balance
  • Casual dress code (shorts and jeans welcome!)
  • Competitive flexible group benefits plan
  • RRSP matching program
  • Referral program
  • Rewards and Recognition program
  • Training and Development Support
  • Monthly Lunch and Learns
  • Fitness & Wellness reimbursement
  • Weekly healthy snacks and holiday lunches
  • An active social committee
  • Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
  • And much more!

Not to mention, the aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.

 

How to Apply:

Candidates who are interested in joining the NAVBLUE team are invited to submit their resume and cover letter, highlighting their work experiences and skills via email to talent@navblue.aero.

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

NAVBLUE, an Airbus company, welcomes and encourages applications from people with disabilities. Accommodations will be available on request for candidates throughout the entire recruitment and selection process

 

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: 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.

 

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