New Posting - NAVBLUE

Performance Customer Support SpecialistNAVBLUE, an Airbus Company - Waterloo, ON

Summary NAVBLUE, Inc., 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. We are currently looking for a Performance, Customer Support Specialist to work in our Aircraft Performance team. The Performance, Customer Support Specialist is responsible for providing Level 1 and Level 2 support to customers using the performance products (runway analysis, weight and balance, EFB electronic devices, desktop applications). General Responsibilities Communicate with a variety of customers/airlines from all over the world through multiple channels such as web, email, instant messaging and telephone Serve as one of the performance domain experts on the Customer Support team Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s Triage customer enquiries/contacts promptly, accurately and professionally using the most effective communication channel. Perform due diligence to analyze and confirm the data queries from customers, escalating issues to Level 3 teams as required Maintain ownership of all customer queries throughout their ticket lifecycle, including those tickets escalated to L3 or other resolver teams. Resolve non-conformities and provide assistance in developing RCA (Root Cause Analysis). Develop support materials to enable customers to self-serve and resolve common support queries Monitor customer satisfaction and build customer loyalty by providing first class customer service Activities Specific to the Support of the Performance Products The role will not require the level of knowledge or experience of a fully qualified Performance Engineer or to be able to perform performance calculationds but the support specialist would be expected to handle basic and more detailed queries in the following areas. NOTAM validation and analysis Airport additions and queries through the ADR portal Manage EFP tickets, responding to basic queries and classification / escalation of more complex or critical queries to L3 Review and respond to obstacle related queries, escalating to L3 where required Interim receipt queries TODC software delivery questions Academic/Educational Requirements Educated to A level/ GCSE standard or equivalent Aviation / Aeronautical Knowledge beneficial but not essential Required Skills/Experience Previous experience in a customer service or similar role Excellent communication skills, able to work with a global customer base as well multiple NAVBLUE teams Able to work under pressure A team player Able to prioritize and manage time effectively Computer Data inputting skills and a proven knowledge of Microsoft Office. Familiarity with customer support tools and process would be a benefit Attention to detail & quality minded 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 indeed. 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 is the new generation of digital, user-friendly Flight Operations and Air Traffic Management solutions. Powered by Airbus’ pioneer spirit and infused with NAVBLUE’s agility, it combines the best of both worlds. A leading global provider of flight operations solutions serving more than 400 airlines and aviation service companies across all platforms, NAVBLUE has a proven track record in product innovation. With access to Airbus’ resources and data, NAVBLUE provides its customers with the best solutions based on the best data, fully supporting them in their digital transformation. NAVBLUE is a fully owned subsidiary of Services by Airbus and is based in Hersham (UK), Cardiff (UK), Toulouse (France) and Waterloo, ON (Canada), with offices around the world .Performance, Customer Support Specialist Department: Customer Experience Location: Waterloo Reports to: Manager, Flight Operations