Customer Support Specialist, Nfp

Job Summary:

NAVBLUE, an Airbus Company, is seeking a Customer Support Specialist to join our growing team. Reporting to the head of Customer Experience (AMER), the Customer Support Specialist will provide support for NAVBLUE products that are operationally critical to our customers. Primary support activities will include NAVBLUE N-Flight Planning, with scope extending to additional products in line with business needs.

The Customer Support Specialist represents the customer voice within the organization. They are responsible for providing first-class support to Navblue customers and will have regular contact when resolving queries through the NAVBLUE support system (telephone, chat, forums & tickets).

The Customer Support Specialist also trains customers on 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 resolve customer queries, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support and Software Development.

The role involves shift work with rotating weekend shift coverage. The standard hours of work are 10am - 7pm.

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.

Responsibilities:

• Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.

• Provide Professional and Efficient Customer Service and answer customer tickets appropriately and respectfully using proper Phone and Email Etiquette.

• Good command of the English language

• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer-specific SLAs.

• Troubleshoot queries using all available tools to attempt to resolve queries before escalation to other teams, performing system changes where required and where permitted through the defined standard operating procedures

• Work closely with Product, Development, Technical Operations and other departments within NAVBLUE to address customer issues and other requests..

• Provide feedback to Development Teams and Product Management on support trends, issues, and any item impacting customer satisfaction.

• Gain basic knowledge of all products in the NAVBLUE suite

• Complete all training assigned

• Monitor customer satisfaction and build loyalty by providing excellent customer service.

• Support NAVBLUE’s goals for Quality Assurance and Health & Safety

Academic/Educational Requirements

• Minimum Equivalent of a Secondary Schooling Education

• Aviation/Aeronautical knowledge is beneficial but not essential.

• Pilot license or experience helpful

Experience

• Previous experience in a customer service role

• Aviation experience would be beneficial

Knowledge, Skills, Demonstrated Capabilities & Competencies:

• Excellent communication skills, internally and with customers

• Ability to multitask and prioritize

• Strong analytical and problem-solving skills

• Working knowledge of airline operations, flight plans, aviation charts, approach plates and ability to decode and understand aviation weather and NOTAMs

• Knowledge of EASA Rules, CARS Rules or FAA Rules

• Ability to work independently and as part of a team

Communication Skills:

• Fluent in English

• Strong written/verbal communication, organizational and customer service skills

Technical Systems Proficiency:

• Strong computer skills: familiar with Google Workspace applications, Chrome/Mozilla/Edge browsers, Windows environment

Perks:

Situated in the heart of the University of Waterloo’s David Johnston Research + Technology Park 10 minutes from HWY 85, NAVBLUE is conveniently close to shops, restaurants, gyms, daycare, and various other amenities. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, featuring bright, open workstations rather than boxed-in cubicles. As part of our family, you will enjoy:

• Hybrid working environment (3 days in office per week)

• Free parking

• Strong work-life balance

• Casual dress code

• Competitive flexible group benefits plan

• Strong focus on mental health support benefits

• RRSP matching program

• Employee stock ownership plan

• 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!

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.

About Us:

NAVBLUE is proud to have been recognized as one of Waterloo Area’s Top Employers for 2021. Based on eight criteria: physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and lastly community involvement, it was determined that we offer some of the most progressive and forward-thinking programs within the area.

NAVBLUE was also recognized as one of Canada’s Best Employers for Recent Graduates in 2021. We are excited and grateful for both these recognitions. We realize that it is our employees that have allowed us to succeed and will allow us to continuing succeeding.

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. These products directly 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.

Through digital and collaborative innovation, our passionate and customer-focused team develops solutions to enhance the safety and efficiency of air transport. 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.

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

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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