Product Support Representative

Job Description:

SUMARY

The Product Support Representative Core X plays an integral role as the primary technical interface with the customer as it pertains to deploying digital solutions and supporting their operations. This role involves direct contact with the Customer, including on-site visits, under the guidance of the Customer Success Manager when applicable. The ideal candidate is customer focused, analytical, and possesses a strong problem solving mindset.

Responsibilities

Deployment of Core X Digital Solutions
The Product Support Representative is fully responsible for all technical activities required to successfully deploy Core X Skywise Digital Solutions. This may include Customer stakeholders management and steering activities required on the customer side.

These tasks usually fall on the following main families:

• Data & Workflow scoping phase, prerequisites, data mapping preparation, sourcing and consolidation

• Consolidation of the configuration

• Delivery of Customer Training

• Preparation and support to the User Acceptance Tests, including analysis and resolution of technical queries

• Support the transition to In-Service phase, with knowledge transfer to the Support team

• Follow-up on any additional needs raised by the customer

In Service support of Core X Skywise Digital Solutions

• Contribute to complex Customer request solving, supporting L1/L2 or L3 teams.

• Manage Customer backlog and perform regular follow-up meetings on outstanding tickets.

• When the need for a stronger engagement is identified and validated by the Customer Experience Region Leadership Team, perform an in depth review of Customer situation (Healthcheck), propose a specific engagement plan and execute it with the customer.

• Support on-call rotations to ensure customers continue to receive support.

• Contribute to tasks beneficial to customers in all regions (local for global) as directed by the local management.

• Act as a bridge between airline customers and internal teams.

Customer Feedback loop

• Contribute to consolidation of the Customer Voice for the region. Under the guidance of the Product Support Lead and Customer Success Managers.

• Prioritize all the customers queries, requests and pain points related to Core X in the region and provide them to the Product Support Manager.

Knowledge Management & Training

• Identify the need for and organize Training sessions for internal colleagues as well as partners (e.g subcontractors)

• Ensures knowledge enabling more efficient support and providing software release information is recorded and communicated (e.g. Knowledge Articles, Learning Kits, How-Tos, Release Notes)

Continuous Improvement and Other activities

• Identify opportunities for process enhancements and implement best practices to increase operational efficiency.

• Support other CX functions, such as marketing for detailed product demos, central support for knowledge base maintenance and training content development

Other duties reasonably determined from time to time by the Company

Personal & Interpersonal Skills

• Requires 4 or more years of professional experience in Aeronautical or Data Analytics Industry.

• Support experience (Customer interface internal or external).

• Communication Skills: Excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (pilots, dispatchers, maintenance crew, Airline Engineering, Airline IT department, Airline Flight Ops Engineering, etc).

• Training & Documentation: Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles.

• Problem-Solving: Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions.

• Organization & Management: Multitasking, Attention to Detail, Time Management & Prioritization.

• Attitude: Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset to identify process bottlenecks and propose fixes.

Qualification & Professional skills

• Degree in Engineering in the fields of Aircraft Design, Aircraft

• Operations, IT, Computer Science or equivalent experience.

• 4 or more years of professional experience in Aeronautical or Data Analytics Industry.

• Support experience (Customer interface internal or external).

  Communication Skills: Excellent written and verbal  communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (pilots, dispatchers, maintenance crew, Airline Engineering, Airline IT department, Airline Flight Ops Engineering, etc).

  Training & Documentation: Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles.

  Problem-Solving: Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions.

  Organization & Management: Multitasking, Attention to Detail, Time Management & Prioritization.

  Attitude: Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset to identify process bottlenecks and propose fixes.

• English fluent written and spoken, any additional language is a plus

• Technical & SaaS Proficiency: This role sits at the intersection of the product and the user, requiring strong technical acumen to troubleshoot and act as liaison.

  Software & Application Skills: ability to identify, reproduce, diagnose, and resolve technical problems, involving log analysis and understanding system workflows.

  System Tools: Proficiency with ticketing/project management software and general business tools.

  Knowledge of databases or web technologies can be highly beneficial.

  Knowledge in Big Data and Artificial Intelligence.

  Industry & Domain Expertise: understand Airline maintenance, engineering and flight operations.

  Aviation Operations Knowledge in Flight Operations and Technical Operations.

  Regulatory Framework: Basic knowledge of relevant Aviation Regulations.

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.

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