SKYWISE - Customer Support Specialist - EMEA Region - Crew Efficiency
HybridGdańsk, Pomerania, Poland
Job Summary
Analyze and troubleshoot complex Level 2 queries through all available tools to resolve issues without escalation, performing system changes where permitted. Manage and close multiple technical customer requests via the Support Portal while ensuring adherence to Service Level Agreements. Provide Level 2 support for the Skywise N-Ops & Crew product, including training on new releases, assisting customers with application issues, and organizing workshops and training sessions. Monitor customer satisfaction, create synthetic reports on issues and needs, and propose improvements to support procedures and products. Maintain accurate documentation, contribute to best practices, and ensure quality and health and safety standards are met.
Required Qualifications
- N-OC or similar product knowledge
- At least 3-5 years of proven, hands-on experience in a technical/IT aviation role, working directly with Airline Crew Management or Scheduling Systems and processes
- Experience working with customer requests and issues in a strict time frame and adhering to SLA's
- Proven ability to multitask during high stress situations and prioritize work
- Strong communication skills written/verbal communication, organizational and customer service skills
- Fluency in English written and spoken is a must
Desired Qualifications
- Understanding Hotel, Air and Ground Transportation requirements for Crew
- Understanding Crew duty and rest violations
- Understanding the relationship between crew details and flight operations such as crew qualifications/ training records and other information
- Understanding the required daily reporting and tracking of crew and aircraft
- Understanding Irregular Operations (IROP) contingency plans
- Crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided
- Experience in providing product training
- Software You'll Use: N-OC Freshdesk Google Suite
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