What are the responsibilities and job description for the Customer Support Specialist position at GMSTEK?
The Company:
About GMSTEK & X-1FBO
The team at GMSTEK is a mix of experienced aviation professionals and technology developers. We have created X-1FBO which is the worlds most advanced, modern and intuitive platform for payment processing and FBO operational management. Our customers realize production proven solutions, and forward-thinking tools that enable FBOs modernize their processes from the ramp, to the front desk, and throughout the entire organization. In our multi-billion dollar, change adverse industry, we’ve found success by challenging standard conventions and delivering forward leaning technology that is purpose built to solve problems for organizations and end-users.
Our Culture & Environment
We are disrupters and innovators. We hustle but place high value on work life balance. We foster an inclusive and diverse culture with no barriers to personal and professional growth. We believe in family, optimism, teamwork and common goals. Our Miami headquarters is located in a beautiful building in Palmetto Bay, FL right on Biscayne Bay. We have trails around the office, a gym, and our own lake guarded by a pair of crocodiles. If you work remotely, it is a great place to visit! We hold our company and culture in high regard, and we look forward to continued growth with dynamic individuals.
The Position
We are looking for a Customer Success Representative to deliver outstanding service and support to our global network of FBOs. This is an ideal role for individuals passionate about aviation, technology, and customer success. The position requires a proactive, customer-focused mindset to help ensure customer satisfaction, drive product adoption, and deliver excellent results.
Key Responsibilities
- Act as the first point of contact for customer inquiries, providing fast and effective solutions to basic support issues.
- Document and manage customer support tickets using tools such as Zoho Desk, CRM, and Support Hub.
- Assist with training customers on product features through web-based training sessions.
- Help identify upsell opportunities and relay feedback to the Sales team to support business growth initiatives.
- Collaborate with internal teams to escalate and resolve more complex customer issues effectively.
Performance Objectives
Objective 1: (First 30 Days)
- Gain a foundational understanding of the X-1FBO platform, organizational processes, and support tools (e.g., Zoho CRM, Desk, and Intercom).
- Shadow experienced team members to learn support protocols and best practices.
- Begin assisting with low-priority support tickets.
Objective 2: (Within 60 Days)
- Demonstrate proficiency in responding to basic support inquiries and maintaining accurate CRM records.
- Conduct initial web-based training sessions with oversight from senior team members.
- Provide support by following up on customer issues and ensuring timely resolution.
Objective 3: (Within 90 Days)
- Manage assigned accounts, ensuring customer inquiries are addressed promptly and effectively.
- Act as the primary liaison for ongoing customer support, ensuring customers fully utilize the X-1FBO platform.
- Provide insights and feedback on customer needs to help improve product offerings.
- Collaborate with internal teams to update and create documentation for training and support processes.
Who We Are Looking For
- Aviation Enthusiast: A background or interest in general aviation is highly preferred.
- Strong Communicator: Able to communicate effectively and professionally with customers and internal stakeholders.
- Collaborative Team Player: Work effectively with cross-functional teams to achieve shared goals.
- Quick Learner: Able to adapt quickly to new systems, tools, and workflows.
- Customer-Focused Mindset: A passion for solving problems and delivering exceptional service.
- Detail-Oriented: Keen attention to detail and the ability to maintain accurate records
GMSTek and X-1FBO is a scaling fast. We’re looking for dedicated, passionate people to join forces with. If you are interested, we look forward to hearing from you.