Senior Customer Support Specialist (Airline Crew Management Solutions)

Job Description

Job Description:

Skywise is a leading flight operations specialist and a wholly owned subsidiary of Airbus, trusted by over 630 customers worldwide. We provide comprehensive ground and onboard solutions designed to increase productivity for aircraft operators worldwide. We combine deep industry know-how with an agile development culture to drive innovation in operational efficiency and sustainable aviation.

As a Senior Customer Support Specialist, you will provide technical Level 2 support for the Skywise N-Ops & Crew (N-OC) product with scope to extend this to additional products in line with business needs.

Your core purpose is to leverage your expertise in crew management to own and resolve complex, technical queries through the Skywise support system (telephone, chat, forums & tickets). You own the ticket from creation to resolution, working across the business with Product Management, Production, Technical Support, and Software Development to ensure complete satisfaction of the customers.

When applicable and with advance notice, you 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.

Responsibilities:

• Analyze and troubleshoot complex Level 2 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.
  
• Manage and be responsible for multiple complex and technical queries submitted by customers through the Skywise Support Portal.
  
• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific Service Level Agreement’s (SLA).
  
• Work closely with Product on new releases of the applications including training on the release, notifying new customers, and assisting customers with any issues.
  
• Train on the applications and use the desktop and mobile versions to troubleshoot any customer issues or queries.
  
• Monitor customer satisfaction and build loyalty from customers by providing excellent customer service.
  
• Ensure Quality, good housekeeping & Health & Safety is always maintained.
  
  

Must Haves:

• At least 3-5 years of proven, hands-on experience in a technical/IT aviation role, working directly with Airline Crew Management or Scheduling Systems and processes.
  
• Strong technical background and experience in an IT/Software support role within the aviation sector.
  
• Experience working with customer requests and issues in a strict time frame and adhering to SLA’s
  
• Adept at using and learning new software
  
• Proven ability to multitask during high stress situations and prioritize work
  
• Strong analytical and problem-solving skills
  
• Strong communication skills written/verbal communication, organizational and customer service skills
  
• A team player
  
• Attention to detail & quality minded.
  
• Fluent in English
  

Nice to Haves:

• 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
  
• Crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided
  

What We Offer:

• Stable, full-time employment contract
  
• Flexible working hours with a hybrid model (3 days per week in our Gdansk office at Olivia Business Centre)
  
• Training and development opportunities to support your career growth (3000 PLN gross per year after the probationary period)
  
• Co-funding for meals and commuting
  
• Access to the latest knowledge and technologies enabling professional development
  
• Opportunity to work on international projects and collaborate with global teams, including occasional international travel
  
• Private medical coverage for you and your family
  
• Sport card
  
• Mental health support platform
  
• Life insurance for you and your family
  
• Employee Stock Ownership Plan
  
• Employee referral program bonus (5000 PLN)
  

Recruitment Roadmap :

• A 20-minute interview with HR.
  
• A 1-hour interview with the hiring team.
  
• A final interview with the HR Business Partner.
  
• Offer
  

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.

Company:
Airbus Helicopters Polska Sp. z o.o.

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Customer Eng.&Technical Support&Services

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