Customer Support Lead
il y a 2 jours
Job Summary:
The Customer Support Lead role is part of NAVBLUE’s Customer Experience team, responsible for the support and services of Flight Operations Solutions delivered to customers. This position ensures a good interface with customers, ensures customer requirements traceability, and contributes to improving product quality by representing customers in the product life cycle.
Responsibilities:
- Represent and relay customer experience within Customer Support & Services
- Prepare and manage Entry Into Service, including training, procedures, and recommendations related to organization and operational procedures
- Daily Support on Flight Operations Solutions Services and products operation, including level 2 support for Flight Operations Solutions applications
- Organize and manage Customer events, such as workshops, support seminars, and training sessions
- Develop and propose improvements on support procedures, operating modes, and team organization
- Propose improvements on NAVBLUE products and services
- Contribute to the right calculation of the KPI related to the support activity
- Write and maintain products' documentation
- Contribute to the knowledge and best practices of the group
- Maintain and improve knowledge, skills, and competencies
Requirements:
- 5 years of experience in a customer service role
- Aviation/Airline experience would be beneficial
- Experience providing product training
- Flysmart+ knowledge is highly recommended
- At least 3 years of experience on EFB (Electronic Flight Bag) product suite including EFF (Electronic Flight Folder)
- Able to solve complex issues for customers
- English fluent written and spoken is a must
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, 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.
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