Customer Support Specialist

Salary: The Company:About GMSTEK & X-1FBOThe team at GMSTEK is a mix of experienced aviation professionals and technology developers. We have created X-1FBOwhich is theworldsmost advanced,modernand intuitive platform for payment processing and FBO operational management. Our customers realize production proven solutions, and forward-thinking tools that enable FBOsmodernizetheir processesfrom the ramp,to the front desk, and throughout the entire organization. In our multi-billion dollar,changeadverse industry,wevefound success by challenging standard conventions and delivering forward leaning technology that is purpose built to solve problems for organizationsandend-users.Our Culture & EnvironmentWe are disrupters and innovators. We hustle but place high value on work life balance. We foster an inclusive and diverse culture with no barriers to personal and professional growth. Webelieve in family, optimism,teamworkand common goals.Our Miami headquartersis located ina beautiful building in Palmetto Bay, FL right on Biscayne Bay.We have trails around the office, a gym, and our own lake guarded by a pair of crocodiles. If you work remotely, it isa great placeto visit! We hold our company and culture in high regard, and we look forward to continued growth with dynamic individuals.The PositionWe are in search of a Customer SupportSpecialistthat will deliver top-notch customer service to our diverse network of FBOs globally. We areseekingandindividual withbusiness aviation experience within the FBO sector. Success in this role demands enthusiasm for service and support, a love fortraveland passion for aviation.The primary responsibility of this position is to provide exceptional, knowledgeable, and thorough customer service that will enablea successfuluser experience for our customers. This position may also require individuals to conduct both web-based and on-site trainingas needdemands. Success will beattainedby those who can understand and solve technical issues, pay attention to the details, help customers implement innovative technology into theiroperationand communicate effectively. The ideal candidate will becustomer orientedand want to have an immediate and positive impact on the general aviation industry.X-1FBO is a rapidly growing aviation technology company.We deliverforward leaningtechnology,world classsupportand a family-like culture to our staff. This positionprovidesan excellent opportunity to be part of a dedicated, successful team.Performance Objectives:Objective 1 First 30 Days: Learning & FamiliarizationGet familiar with our customers, products, and support tools.Learn and navigate Zoho CRM, Zoho Desk, Support Hub, and Intercom.Shadow support team members during different shifts to understand customer interaction flow.Learn internal procedures for handling tickets, chats, and documentation.Build foundational product knowledge across the X-1FBO suite.Listen to provided recordings from specific subject matter trainings and onboardingsObjective 2 First 60 Days: Active Support ParticipationBegin contributing to daily customer support operationson the a/b/c shifts.Respond to and resolve customer chats and tickets with guidance from senior staffas needed.Maintainaccurateand up-to-date customer records in CRM.Follow up with customers as needed to ensuretimelyresolution and satisfaction.Stay informed on product updates and how they affect customers.Be able to speak to themParticipate in team meetings and training sessions to deepen understanding.Objective 3 First 90 Days: Independent Support & GrowthTake ownership of day-to-day customer interactions with confidence.Handle support requests independently whilemaintaininghigh quality and responsiveness.Communicate clearly with customers and internal teams to ensure issues are resolved efficiently.Continue expanding technical knowledge of the X-1FBO suite and its related systems.Contribute ideas for improvingknowledge base material, documentation, and customer experiencetools.Provide feedback on recurring customer issues to helpidentifyenhancement opportunities.Who we are looking for:The ideal candidatespeaksaviation and has a knack for technology. A basic understanding of general and business aviation will ensure smoother in-roads to success in the role. General aviation or FBO experience isrequired.You are a skilled communicator.Must be able to effectively correspond with customers and colleagues as well as deliver a proper presentation (such as training) to various audiences.Collaboration is key. All Support Specialists are in regular contact with various personnel across the organization.Abilityto work across teams to ensure organizational success isa must.You are flexible with a love for travel.Honest,dedicatedand accountable enough said.GMSTekand X-1FBOisa scalingfast.Werelooking for dedicated, passionate people to join forces with. If you are interested, we look forward to hearing from you.

Salary : $19 - $25