The jobholder, as Customer Support Specialist, is part of Customer Experience NAVBLUE, Customer Support department.
He is responsible for the support and services of Flight Operations Solutions delivered to the customers.
The Flight Operations Solutions address Flight Ops, Ground Administration, and Flight Ops Monitoring applications.
Main activitiesRepresent and relay the customer experience within Customer Support & ServicesEnsures a good interface with the customers
Ensures customer requirements traceability for service definition
Contributes to improving product quality by representing the customers in product life cycle
Requirements definition of the product
Follow up of product development and validation
Communication to customers
Synchronizes the internal Airbus team and ensures acceptance from the Customer point of view.
Assist product Entry Into Service at CustomersWhen a customer intends to use any service or product delivered by the Flight Operations Solutions organization, the jobholder carries out the following tasks:
Training
Procedures and recommendations related to organization
Operational procedures
Customer organization audit if needed
Security procedure assessment if needed
Provides change management support to customers
Manages the internal communication with involved actors (CSD, Airbus Reps, Program entities, S involved departments…)
Manages Customer acceptance in due time.
Daily Support on Flight Operations Solutions Services and products operationThe jobholder carries out the following tasks:
Level 2 support for Flight Operations Solutions applications
Set up and maintain the necessary means in order to provide the best level of service for customers
Ensure a big contribution to continuous improvement on his scope of activities with Level 3 teams
Ensure a good and close relationship with Customers
Correctly and rapidly analyzes the customer queries, assesses the severity of issues (for prioritization if needed) and provides the solution or transfers the case to the right people (level 3)
Delivers an answer to a customer query in the timeframe and conditions described in Service Level Agreement(s)
Applies the correct support procedures and proposes improvements
Customer Events organization
Organizes and manages Customer events such as workshops, support seminars, training sessions.
OutputsFor his backend activities, the jobholder is responsible for:
Doing synthetic reports on customers issues, concerns, needs and requests towards NAVBLUE products and services
Developing / Proposing improvements on support procedures, operating modes and team organization
Proposing improvements on NAVBLUE products and services
Doing the correct reporting of his day-to-day activity
Contributing to the right calculation of the KPI related to the support activity
Writing and maintaining the products’ documentation
Contributing to the knowledge and best practices of the group
Maintaining and improving his knowledge, skills and competencies
Key missions of the support team are:
Represent and relay customer experience
Assist and support Flight Operations Solutions deployment
Optimize customer satisfaction
Contribute to Customer Services strategy
QualificationFunctional experience
Support experience
Training experience
Airline knowledge
Technical-Professional experience
Communication
Pedagogy
Behavioral skills
Organization skills, Autonomy
Good human relationship and team spirit
Highly concerned by customer and service minded
High adaptability-flexibility
English fluent written and spoken
Project management skills
IT skills
Web technologies, java, Windows, Unix
Good knowledge of XML standards
Experience in software development
Applying:
We thank all applicants for applying. Only selected applicants will be contacted.
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