FlightSafety International needs to provide daily support and sustainment of their business operating systems/applications/products as they relate to the Client Training Cycle (CTC) for all FlightSafety internal/external customers with the best overall customer service experience.
Requirements
- Requires knowledge of aviation industry terminology, FARs, and prerequisites for FlightSafety International courses, as specified by FAA/NAA regulations.
- Minimum of three (3) years’ work experience with FlightSafety International, and general knowledge of FlightSafety International’s applications, business processes and operations, required.
- Knowledge of basic scheduling concepts and/or experience with scheduling software.
- General knowledge of the following software: MS Office Suite, GENESIS, Enterprise Applications, myFlightSafety, FlightBag, FlightSafety App, DocCheck, Citrix, and SubManager.
Responsibilities
- 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.
Other
- 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.
- Previous work experience environment will have been in a support position involving confidentially, organizational skills and time constraint pressures, required.
- Excellent customer service skills.
- Detail oriented with excellent organization and time management skills.
