Technical Support Specialist

1 miesiąc temu

Gdańsk, Pomerania, Polska NAVBLUE Pełny etat
Summary

We are seeking a highly skilled Technical Support Specialist to join our team at NAVBLUE, an Airbus Company. As a Technical Support Specialist, you will be responsible for providing exceptional technical customer support for our N-Ops & Crew product, with the opportunity to extend your expertise to additional products in line with business needs.

Key Responsibilities:
  • Analyze and troubleshoot complex customer queries through all available tools to resolve issues without escalation to L3 teams, performing system changes as required and permitted through defined operating procedures.
  • Provide feedback to Production Teams and Product Management on support trends, issues, and any items impacting customer satisfaction.
  • Manage and be responsible for multiple complex and technical customer queries submitted through the Navblue Support Portal.
  • Ensure all customer queries or requests are logged, managed, followed up, and closed as per internal and customer-specific SLAs.
  • Work closely with Product on new releases of applications, including training on the release, notifying new customers, and assisting with any issues.
  • Train on applications and use desktop and mobile versions to troubleshoot customer issues or queries.
  • Monitor customer satisfaction and build loyalty by providing excellent customer service.
  • Ensure Quality, good housekeeping, and Health & Safety are always maintained.
Requirements:
  • At least 3-5 years of experience in 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 SLAs.
  • 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 and quality-minded.
Additional Knowledge:
  • 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.
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.

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