PURPOSE OF POSITION:
The Product Support Specialist’s primary role is to provide daily support and sustainment of our client's business operating systems/applications/products as they relate to the Client Training Cycle (CTC) for all internal/external customers with the best overall customer service experience.
TASKS AND RESPONSIBILITIES:
The following duties are essential to the successful and satisfactory performance of this job. Other duties may be assigned.
• Monitor work queues, email, telephone, and dashboards.
• Provide first level response to requests, issues, and inquiries to include triage, troubleshooting,
resolution, and escalation (as needed) for the applications supported by the Product Support Team.
• Generate reports and analyze to identify tasks to be completed to support client training.
• Assist with creation of training documentation and training for systems/applications for Teammates.
• Research guidelines/regulations to complete assigned tasks.
• Provide guidance/direction, best practices, training, and direct clients/customers to processes, Ops memos, or any reports that will aid them.
• Provide input on updates to existing processes and procedures and on the creation of new processes and procedures.
• Complete assigned tasks on/before target dates; advise Manager, Product Support and project
leaders/managers of revised target dates when established target dates cannot be met.
• Maintain communication and facilitate meetings with other business units as needed.
• Provide minimum of bi-weekly updates to Manager, Product Support, as needed.
MINIMUM EXPERIENCE:
Bachelor’s degree in Business or Aviation Management preferred or three (3) years’ related experience and/or training; or equivalent combination of education and experience; equivalency years’ experience substitution must be in related field.
One (1) to two (2) years of aviation experience preferred.
• Requires knowledge of aviation industry terminology, FARs, and prerequisites for International courses, as specified by FAA/NAA regulations.
• Minimum of three (3) years’ work experience and general knowledge of applications, business processes and operations, required.
• Previous work experience environment will have been in a support position involving
confidentially, organizational skills and time constraint pressures, required.
KNOWLEDGE, SKILLS, ABILITIES:
• Excellent customer service skills.
• Knowledge of basic scheduling concepts and/or experience with scheduling software.
• Detail oriented with excellent organization and time management skills.
• Excellent verbal and written communication skills.
• Ability to interact with various levels of management in a professional manner.
• Ability to adapt to changes rapidly and perform in a fast-paced, high-pressure work environment.
• Results-oriented with high drive to achieve objectives and standards with little supervision or
guidance.
• Customer/client oriented and ability to adapt/respond to different types of personalities.
• Fluency in English, through both verbal and written communications; able to speak, understand,
read and write.
• General knowledge of the following software: MS Office Suite, GENESYS, Enterprise Applications, DocCheck, Citrix, and SubManager.
• Excellent organizational skills.
• Ability to work unsupervised, as needed
