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Technical Support Specialist (Airline Operations Solutions)

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Technical Support Specialist (Airline Operations Solutions)

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Function
Customer Experience
Location
Reference
Contract type
Permanent
Working time
Full Time

Summary

Are you passionate about Aviation? Do you like working with customers from all over the world? Would you like to work in a fun and exciting team? 

NAVBLUE, an Airbus Company is currently seeking an advanced Technical Support Specialist to join our growing team! 

The candidate will provide technical customer support for the NAVBLUE N-Ops & Crew (N-OC) product with scope to extend this to additional products in line with business needs.

The Technical 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 complex, technical  queries through the NAVBLUE support system (telephone, chat, forums & tickets). 

When applicable and with advance notice, the Technical 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 Technical 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 will have at least 3-5 years experience in either a customer/technical or aviation role. They will be expected to fully learn the Product to be able to answer complex customer queries. 

A team player who likes problem solving, has good communication skills and is passionate about Aviation. 

This role is working on a shift pattern including weekends and bank holidays on a rotational basis.

The working hours in Poland office are:

Shift 1: 07:30 AM until 15:30 PM

Shift 2: 08:30 AM until 16:30 PM

Hybrid working - 3 days a week (Mon, Tues, Weds) in the office. 

One weekend shift every 4 weeks on a work from home basis

Bank holidays on a work from home basis 

During the training period (approx. 2 months) you will be required to work standard hours Mon-Fri in the office. Once you have completed training you will be moved to the shift rotation where hybrid working can begin.

 

Responsibilities:

  • Analyze and troubleshoot complex 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 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.
  • 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. 

 

Required Skills/Experience: 

  • At least 3-5 years experience within a Technical Customer Support role or within the Aviation industry.
  • 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 analytical and problem-solving skills
  • Able to think critically and take a proactive approach to identify problems, issues, and opportunities.
  • Strong communication skills written/verbal communication, organizational and customer service skills
  • A team player
  • Adept at using and learning new software 
  • Attention to detail & quality minded.

 

Additional knowledge in the below is beneficial:

  • 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

 

Communication Skills: 

  • Fluent in English
  • Strong written/verbal communication, organizational and customer service skills 

 

Technical Systems Proficiency: 

  • Strong computer skills: familiar with Google Workspace and associated programs. 

 

  

We offer: 

  • Stable employment based on a full-time job contract
  • International working environment in a dynamic company 
  • Access to the latest knowledge and technologies enabling professional development 
  • Training and development possibilities 
  • Participating in international projects and international trips 
  • Competitive salary dependent on experience and qualifications
  • Private medical coverage for you and your family 
  • Sport card 
  • Life insurance for you and your family
  • Co-funding for meals

 

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 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.

NAVBLUE is operating within the Airbus Helicopters Polska Structure. 

 

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. You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You’ll have the opportunity to 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.

 

You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. 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), Bangkok (Thailand), Malmö (Sweden), and Gdańsk (Poland) with other offices all around the world. 

 

 

The Future is Yours for the Taking:  https://youtu.be/vdY6gYuceYY

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