Job Description:

Are you passionate about Aviation? Do you like working with customers from all over theworld? Would you like to work in a fun and exciting team?

NAVBLUE, an Airbus Company is currently seeking an advanced Technical Support Specialist tojoin our growing team!The candidate will provide technical customer support for the NAVBLUE N-Ops & Crew (N-OC)product with scope to extend this to additional products in line with business needs.The Technical Support Specialist is the customers champion and represents their voice into theorganization. They are responsible for providing a first class level of Support to Navbluecustomers and will have regular contact including resolving complex, technical queries throughthe NAVBLUE support system (telephone, chat, forums & tickets).When applicable and with advance notice, the Technical Support Specialist will also at timesprovide training to customers on both the products and use of the support system. Thistraining is typically provided through both webinars and on-site customer visits.The Technical Support Specialist role is transversal and will work across the business at all levelsto ensure that customers queries are resolved to their satisfaction, owning the ticket fromcreation to resolution. This will include working with Product Management, Production,Technical Support and Software Development.The successful candidate will have at least 3-5 years experience in either a customer/technicalor aviation role. They will be expected to fully learn the Product to be able to answer complexcustomer queries.A team player who likes problem solving, has good communication skills and is passionateabout Aviation.

This role is working on a shift pattern including weekends and bank holidays on a rotationalbasis.The working hours in Poland office are:Shift 1: 07:30 AM until 15:30 PMShift 2: 08:30 AM until 16:30 PMHybrid working - 3 days a week (Mon, Tues, Weds) in the office.One weekend shift every 4 weeks on a work from home basisBank holidays on a work from home basisDuring the training period (approx. 2 months) you will be required to work standard hoursMon-Fri in the office. Once you have completed training you will be moved to the shift rotationwhere hybrid working can begin.

Responsibilities:● Analyze and troubleshoot complex queries through all available tools to try to resolvequeries without escalation to L3 teams, performing system changes where required andpermitted through the defined operating procedures● Provide feedback to Production Teams and Product Management on support trends,issues and any item impacting customer satisfaction.● Manage and be responsible for multiple complex and technical queries submitted bycustomers through the Navblue Support Portal.● Ensure that all customer queries or requests are logged, managed, followed up andclosed as per the internal and customer specific Service Level Agreement’s (SLA).● Work closely with Product on new releases of the applications including training on therelease, notifying new customers, and assisting customers with any issues.● Train on the applications and use the desktop and mobile versions to troubleshoot anycustomer issues or queries.● Monitor customer satisfaction and build loyalty from customers by providing excellentcustomer service.● Ensure Quality, good housekeeping & Health & Safety is always maintained.

Required Skills/Experience:● At least 3-5 years experience within a Technical Customer Support role or within theAviation industry.● Experience working with customer requests and issues in a strict time frame andadhering to SLA’s● Proven ability to multitask during high stress situations and prioritize work● Strong analytical and problem-solving skills● Able to think critically and take a proactive approach to identify problems, issues, andopportunities.● Strong communication skills written/verbal communication, organizational andcustomer service skills● A team player● Adept at using and learning new software● Attention to detail & quality minded.Additional knowledge in the below is beneficial:● 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 crewqualifications/ training records and other information● Understand the required daily reporting and tracking of crew and aircraft● Understanding Irregular Operations (IROP) contingency plans● Crew management/rostering, airline scheduling systems is desirable althoughcomprehensive training will be provided

Communication Skills: ● Fluent in English● Strong written/verbal communication, organizational and customer service skills  Technical Systems Proficiency: ● Strong computer skills: familiar with Google Workspace and associated programs. 

  We offer:● Stable employment based on a full-time job contract

● International working environment in a dynamic company● Access to the latest knowledge and technologies enabling professional development● Training and development possibilities● Participating in international projects and international trips● Competitive salary dependent on experience and qualifications● Private medical coverage for you and your family● Sport card● Life insurance for you and your family● Co-funding for meals

How to Apply:Candidates who are interested in joining the NAVBLUE team are invited to submit their resumeand cover letter, highlighting their work experiences and skills via email totalent@navblue.aero.We thank all applicants for applying. Only selected applicants will be contacted.

Navblue is committed to creating an environment and a culture where everyone feels like theybelong no matter who they are or where they are from. We are committed to providing equalemployment opportunities to all individuals based on job-related qualifications and ability toperform a job. We do not discriminate against any employee or applicant for employmentbecause of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, genderidentity or expression, marital status, family status, genetic characteristics, record of offences,and basis of disability or any protected class. Accommodations will be available on request forcandidates throughout the entire recruitment and selection process.

NAVBLUE is operating within the Airbus Helicopters Polska Structure.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Helicopters Polska Sp. z o.o.

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services <JF-CS-PS>

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.