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

NAVBLUE, an Airbus Company

Verified Company

Waterloo, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 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 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.

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:

Free parking
Hybrid work environment
Strong worklife balance
Casual dress code
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:

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