Customer Support Specialist - Waterloo, Canada - NAVBLUE, an Airbus Company

NAVBLUE, an Airbus Company
NAVBLUE, an Airbus Company
Verified Company
Waterloo, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

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 Operation Control N-OC (Operations Control and Daily Crewing) and N-Crew Product suit (Preferential Crew Bidding/Awarding, Line Bidding/Awarding and Equity Bidding/Awarding) 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 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.

Currently the role is Monday to Friday 9:00am-5:00pm.

The role will eventually utilize the follow the sun method which will result in 11:00am-8:00pm hours including weekends and holidays.


Responsibilities:


  • Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.
  • Work with new customers to onboard them to the Support Portal ensuring they are competent in using the tool.
  • 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 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.
  • Monitor customer satisfaction and build loyalty from customer by providing excellent customer service.
  • Ensure Quality, good housekeeping & Health & Safety is always maintained.

Required Skills/Experience:


  • Previous experience in a customer service role.
  • Able to work to strict deadlines.
  • Proven ability to multitask during high stress situations and prioritize work
  • Strong analytical and problemsolving 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
  • 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.

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

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 workstations, rather than boxed-in cubicles.

As part of our family, you will enjoy

  • Hybrid working environment (2 days in office)
  • Free parking
  • Weekly Breakfast
  • Vacation Days
  • Professional Development Day
  • Strong worklife balance
  • Casual dress code
  • Competitive group benefits plan
  • Strong focus on mental health support benefits
  • Sick and Personal Days
  • RRSP matching program
  • Life Insurance
  • Employee stock ownership plan
  • Referral program
  • Rewards and Recognition program
  • Training and Development Support
  • Monthly Lunch and Learns
  • Fitness & Wellness reimbursement
  • An active social committee
  • Organized Volunteer Events
  • Game room/Flight simulator
  • Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
  • And much more
The Waterloo Region is also an active, thriving place to live, work, study and invest. Waterloo offers a mix of big-city benefits and small-town charm.

Plus, if you're looking to get away we're a short drive from nearby cities like Toronto, London, Brampton, and Hamilton.

With its thriving technology sector, diverse culture,
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