Senior Customer Support Specialist, NFP

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 5 days per week 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 required

• Pilot license or experience helpful  

Experience

• Previous experience in a customer service role 

• Aviation experience is an asset

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 

Selection and Hiring Commitment 

We thank all applicants for applying. Only selected applicants will be contacted.

Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.