Customer Support Specialist - Waterloo, Canada - NAVBLUE

NAVBLUE

Verified Company

Waterloo, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Function

Customer Experience

Location

Waterloo, Ontario

Reference

Contract type

Permanent

Working time

Full Time

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 a Customer Support Specialist to join our growing team
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.
A team player who likes problem solving, has good communication skills and is passionate about Aviation.
Previous experience as a Dispatcher/Pilot/ Airport Staff or a strong Aviation background is highly recommended.
This role is working on a shift pattern including weekends and bank holidays on a rotational basis.
The working hours in Canada office are from 11 AM until 8 PM
All details will be provided during the interview process.

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.
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 and improve 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 is always maintained.

Experience, Knowledge, Skills:

Familiar with Aviation terminology
Excellent customer service skills and experience is welcomed.
Ability to multitask, and prioritize workload
Strong analytical and problemsolving skills
Ability to work independently and as part of a team
Pilot license/Dispatcher experience helpful
Strong written/verbal communication, organizational and customer service skills
Strong computer skills: familiar with Google Workspace and associated programs

Academic/Educational Requirements

Aviation/Aeronautical background is beneficial but not essential.
A degree is ideal 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:

Being part of Airbus Network
Hybrid working environment
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
5 Sick Days
2 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, including a flight simulator
Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
Active Inclusion & Diversity Committee
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.

Job Types:
Full-time, Permanent