** Customer Support Specialist**

**Job Category****:** Sales & Marketing **Requisition Number****:** CUSTO001633 Showing 1 location **Job Details**

**Description**

**FlightBridge Customer Support Specialist**

FlightBridge is the only online booking tool completely tailored to private aviation. Aircraft operators and FBOs now have one website to book and manage rental cars, hotels, commercial airline tickets, catering, limousines, fuel and FBO services.

**Job Summary**

The Customer Support Specialist is a part of the primary customer-facing team at FlightBridge, and is usually the first person the customer speaks with when a problem or concern arises, taking ownership of the problem and following it through until a resolution is reached.

**Job Responsibilities**

* Represent FlightBridge in a positive and professional manner. Maintain excellent relationships with FlightBridge customers and vendors.

* Answer FlightBridge support calls, emails and website inquiries.

* Effectively and quickly analyze and resolve customer-reported issues, whether technical or non-technical in nature. Follow the issue through successful resolution.

* Escalate issues to the technical support and software engineering teams as needed.

* Maintain expert working knowledge of FlightBridge technology and how our customers use the system in various operational situations.

* Assist the account management team with new customer onboarding, including systems integration tasks, new user setup, data import, account settings and preferences configuration. Tasks must be performed while adhering to service level agreements and delivery times set by the account manager.

* Work directly with software partners to help jointly resolve issues between integrated systems.

* Work with vendors to resolve booking, fulfillment and billing concerns.

* Thoroughly understand customer issues; resolve tier one issues; provide solutions and address concerns.

* Communicate customer requests to team and record and route issues to appropriate individual via assigned tickets.

* Develop templates and scripts for common problems and requests.

* Perform quality assurance and software testing for code fixes and enhancements linked to customer reported issues and requests.

* Document account activity accurately and consistently in the CRM tool.

* Other duties as assigned to assist and support our customers, vendors and internal account management and technology teams.

**Job Requirements**

Knowledge of the private aviation industry; e.g. aircraft operators, FBOs. (required)

* Familiarity with travel and hospitality online booking tools and with the technology industry in general. (recommended)

* Experience in technical support and customer service. (required)

* Passion for problem solving. (required)

* Eagerness to explore, learn, and apply new technology. (required)

* Proven ability to provide exceptional customer service. Able to establish trust and maintain effective relationships with customers at multiple levels in the customer organization. Must have strong desire to help customers and solve any FlightBridge related issues. (required)

* Exceptional organizational, time-management and follow-up skills. (required)

* Excellent telephone, interpersonal, verbal, and written communication skills. Able to effectively communicate complex issues and solutions in verbal and written forms. (required)

* Experience using Excel, presentation software (PowerPoint or similar), aviation software, CRM tool, issue tracking system. (recommended)

* Self-motivation: able to take ownership of tasks and achieve results with little direct oversightcombined with the awareness of when it is necessary to seek input from management. Ability to interact effectively as a team member and with other departments in a fast-paced, dynamic environment. (required)

* Capability of balancing attention to detail with the need to work with multiple accounts and multiple tasks. (required)

* Flexibility and ability to adapt to changing processes. Passion for improving techniques, processes, tracking, and insights. (required)

* Ability to handle confidential and proprietary information. (required)

* Willingness to work with some schedule flexibility as our customers operate 24/7 - serve on call rotation for FlightBridge support line. (required)

**Skills**

**Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)