Customer Support Specialist - Airline Operations Solutions

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 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 is expected to be able to work with minimal supervision and be fully competent in the execution of the position’s required duties.
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:

• Ensure Quality, good housekeeping & Health & Safety is always maintained.
• Monitor customer satisfaction and build loyalty from customer by providing excellent customer service.
• Provide feedback to Production Teams and Product Management on support trends, issues and any item impacting customer satisfaction.
• 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
• Work closely with Product on new releases of the applications including training on the release, notifying new customers, and assisting customers with any issues.
• Work with new customers to on-board them to the Support Portal ensuring they are competent in using the tool.
• Train on the applications and use the desktop and mobile versions to troubleshoot any customer issues or queries.
• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s.
• Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.

Required Skills/Experience:

• Strong communication skills written/verbal communication, organizational, and customer service skills
• Attention to detail & quality minded.
• A team player
• Previous experience in a customer service role.
• Aviation industry experience including crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided
• Strong analytical and problem-solving skills
• Proven ability to multitask during high stress situations and prioritize work
• Strong computer skills: familiar with Google suite, MS Office applications, Internet Explorer/Chrome/Mozilla browsers, Windows environment, Java
• Able to think critically and take a proactive approach to identify problems, issues, and opportunities.
• Adept at using and learning new software
• Able to work to strict deadlines.

Additional knowledge in the below is beneficial:

• Understanding Irregular Operations (IROP) contingency plans
• Understanding Hotel, Air, and Ground Transportation requirements for Crew
• Understanding Crew duty and rest violations
• Understand the required daily reporting and tracking of crew and aircraft
• Understanding the relationship between crew details and flight operations such as crew qualifications/ training records and other information

Qualifications:

• Geographical/ Aeronautical Knowledge beneficial but not essential.
• Educated to A level/ GCSE standard or equivalent.

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:

• Fitness & Wellness reimbursement
• Monthly Lunch and Learns
• Game room/Flight simulator
• An active social committee
• Weekly Breakfast
• Training and Development Support
• Rewards and Recognition program
• Free parking
• And much more
• Sick and Personal Days
• Employee stock ownership plan
• Life Insurance
• RRSP matching program
• Referral program
• Organized Volunteer Events
• Competitive group benefits plan
• Casual dress code
• Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
• Hybrid working environment (2 days in office)
• Strong work-life balance
• Strong focus on mental health support benefits
• Vacation Days
• Professional Development Day

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, and optimal location Waterloo has something to offer everyone!
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 [email protected].
We thank all applicants for applying. Only selected applicants will be contacted.
NAVBLUE, an Airbus company, welcomes and encourages applications from people with disabilities. Accommodations will be available on request for candidates throughout the entire recruitment and selection process
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), Gdansk (Poland), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Malmö (Sweden), with other offices all around the world.