An industry-leading private aviation group is seeking a Customer Support Specialist to support its continued growth. This is an excellent opportunity to experience the dynamic business aviation industry and the safety sector. The company develops Safety Management Systems (SMS) proprietary software and apps, and produces operations manuals for thousands of customers. The worldwide customer base and expanding target market includes Fortune 500 flight departments, aircraft management companies, and private owner/operators of business jets. Full-time employees receive paid benefits, including health insurance, a 401(k) with a company match, paid holidays, and paid vacation time that increases with additional years of service.
Primary Responsibilities
IT Customer Support
Monitor IT support ticket queue. Resolve and respond on tier 1 tickets as appropriate
Take customers' phone calls and provide real-time tier 1 support and/or create a ticket for follow-up
Create and update records in the customer relationship management (CRM) system, as appropriate
Act as a liaison between IT, CS, and customers for escalated tickets
Customer Success Support
Gather customer requirements and translate them into technical specifications
Assist with writing and revising customer help articles
Configure new customer accounts on the software platform
Participate in special projects
Other
Provide IT support to employees when required
Help test new features across a variety of browsers and devices
Qualifications: Required
Bachelor's degree in a related field
Excellent written and verbal communication skills
Customer service experience
Familiarity with software concepts
Qualities that exude our company value of "care"
Ability to work in a hybrid role, with part-time on site at our headquarters in Rockville,MD (after 90-days of employment)
Qualifications: Desired
Familiarity with both Apple and PC hardware and software
Experience with any brand(s) of CRM software
Candidate Profile
Interested in understanding the customer's perspective
Dedicated to improving the customer experience
Excellent time management and organizational skills
Outstanding attention to detail, particularly the ability to QA your own and others' work
A clear and concise writing style
Fluency in spoken English
A patient and diplomatic verbal communication style
Advanced problem solving and critical thinking skills
The judgment and ability to take initiative and direction at the appropriate times