What are the responsibilities and job description for the Customer Support Specialist position at Flight Schedule Pro?
Flight Schedule Pro is looking for a resourceful & helpful Customer Support Specialist to join our growing aviation software company. At Flight Schedule Pro, you’re not just a number . . . you’re a key member of our team.
We have a passionate group of users who rely on our software everyday to keep their operations running smoothly! Your goal in this position will be to improve customer happiness and reduce customer effort! In order to be successful you’ll need to be quick with technology, be great at solving problems, and have a real desire to help people.
This means you should be organized, calm under pressure, and love identifying the real problem. You’ll not only empower our customers to take full advantage of current features; we’ll also count on you as a key team member to provide us with customer insights that are essential to driving the product forward.
Our perfect coworker is smart, self-motivated, and passionate about helping people. You should really want to be a part of a technology product team, and have experience in customer service.
This is an exciting opportunity with an up-and-coming player in the aviation space. . . let's make a real impact and GROW together!
This is a full time position with generous health benefits and 401k matching at our office in Overland Park, Kansas. (On site/Hybrid/Remote)
Responsibilities:
- Become an expert on Flight Schedule Pro and its solutions
- Solve problems and provide creative solutions to users, investigate/document bugs, and help prioritize our development efforts
- Provide customer support via phone, email, and support ticket queue
- Communicate features and benefits of new releases to improve customer efficiency and utilization
- Contribute to documentation, training materials, help articles
- Provide feedback to managers and production team for product design and feature launches
- Provide input for overall support process improvements
Requirements
- 1-3 years of work experience in customer support
- Positive attitude, ability to learn and adapt
- Comfortable setting up and using software applications for enterprises or small businesses and able to learn new technology quickly
- Detail-oriented, extremely well organized, able to juggle many tasks under pressure
- Able to prioritize tasks quickly, solve problems, and involve additional resources as needed
- Ability to work in a fast-paced, entrepreneurial, results-oriented culture
- Creative thinker with the ability to troubleshoot issues quickly and effectively
- Superb phone presence and exceptional written / email communication skills
Nice To Have (but not required):
- Pilot or aviation experience
- Knowledge of accounting software & processes like QuickBooks Online
- Able to spike a volleyball, do a bicycle, or rip a slap shot (or at least tried once)
Competencies:
- Empathy - Seeing things from others perspective
- Customer Orientation – The ability to recognize both internal and external customers and the willingness to cooperate with them fully to help them achieve their goals
- Analysis – The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems.
- Business Awareness – An understanding of the processes and issues relevant to one’s job. This ranges from job knowledge to an appreciation of complex internal and external business issues and trends.
- Organizing Work – the ability to gather and manage resources (people, materials, and support) to achieve a project or task. Able to manage own time efficiently and to handle multiple activities in parallel to accomplish the goals and follow through with small details.
- Communication – The ability to speak and write to be clearly understood by others using appropriate language, vocabulary and style.
- Achievement Orientation – The determination to set oneself and meet high standards, exceeding norms and expectations.
Benefits
- Join a technology company with bold aspirations!
- Full benefits package (Medical, Dental, Vision, Short Term Disability, Life Insurance, 401k)
- Personal Purchase Program (reimbursement for a Technical Gadget or office equipment enhancement for your personal use)
- Ample opportunity to implement your ideas and suggestions: help us draw the blueprint
- Regular local team outings and biannual all team events (remote staff included)
- Flight Training Reimbursement
- Fully stocked kitchen with drinks and snacks
- Outdoor ping pong table. No joke, it’s concrete!
- Indoor Foosball table. No skill required
About Us
Flight Schedule Pro is a B2B SaaS company in the general aviation industry. Our solution is used by 1,000 businesses and over 100,000 pilots in 50 countries . . . and people love our service! We are a technology company that takes pride in the work we do together. Our goal is easy-to-use products that solve real problems for our customers!
Flight Schedule Pro is an equal opportunity employer. You must be legally authorized to work in the US. Visa sponsorship is not currently available for this position.
Customer Support Specialist
BASYS Processing -
Lenexa, KS