Aviation Customer Support Analyst

As an Aviation Customer Support Analyst on our Customer Support Team, you will play a pivotal role in taking care of many of our customers and be their first point of contact for troubleshooting, issue resolution, and maintenance of these applications while working closely with cross-functional teams to deliver efficient solutions.

The ideal candidate will be extremely driven, personable, and have a strong sense of urgency. They will be the face and voice of VERYON.

1. Application Maintenance and Support: Provide expert-level support for all assigned applications, including diagnosing and resolving issues, performing root cause analysis, and implementing preventive measures to minimize downtime.
2. Troubleshooting: Investigate and troubleshoot application-related incidents or problems reported by users, ensuring timely resolution and minimal disruption to business operations.
3. Documentation and Knowledge Management: Create and maintain comprehensive documentation, including troubleshooting guides, standard operating procedures (SOPs), and knowledge base articles to facilitate efficient issue resolution and knowledge sharing within the team.
4. Collaboration: Work closely with development teams, QA engineers, and other stakeholders to identify, communicate, and resolve technical issues, ensuring seamless integration of new features and enhancements.
5. Monitoring and Performance Optimization: Implement monitoring solutions to proactively identify performance bottlenecks, optimize application performance, and suggest improvements for enhanced user experience.
6. Incident Response and Escalation: Manage and prioritize incidents based on severity, effectively escalating to higher support tiers or development teams when necessary and ensuring timely communication with stakeholders throughout the resolution process.

We are looking for someone with:

1. Experience supporting software based on SQL Server; basic knowledge of C# or similar coding experience is a strong asset but not required
2. English understood, spoken, and written at a native level is a must.
3. Experience supporting B2B customers or key accounts, preferably within an international context.
4. Proficiency using MS Excel, Word, PowerPoint, Teams, Project, Jira, and Confluence for project documentation.
5. Strong organizational and time management skills with ability to correctly prioritize workload to maintain schedules, deadlines, and standards on assigned projects.
6. Ability to manage multiple roles and projects and to see the big picture.
7. Ability to remain calm under pressure and be adaptable.

What You’ll Accomplish - Your Performance Objectives

Within your first 30 days, you will get up to speed on the Company, our processes, and our market:

Onboarding and Familiarization

• Complete orientation to understand the company’s culture, policies, and team structure.
• Gain access to all relevant systems, tools, and documentation.
• Shadow team members to learn current processes and workflows.

Understanding Applications

• Review supported applications, including their architecture, functionalities, and interdependencies.
• Engage with stakeholders to understand expectations, pain points, and support requirements.

Initial Issue Resolution and Documentation

• Begin handling minor support issues under supervision.
• Start documenting troubleshooting steps and contribute to the knowledge base.
• Collaborate on medium-priority incidents and observe escalation procedures.

In  your first 3 months, you will independently manage current projects and kick off a new internal development project

• Independent Issue Resolution:
  
  • Take on more responsibility for resolving application incidents independently.
  • Contribute significantly to the documentation and knowledge base, demonstrating proactive documentation practices.
  • Start participating in scheduled team meetings and providing valuable insights on recent incidents or improvements.
• Process Enhancement and Optimization:
  
  • Identify areas for process improvement based on experiences during issue resolution.
  • Propose and implement small-scale optimizations or preventive measures to reduce incident resolution time or enhance application performance.
  • Engage more actively in collaboration with development and QA teams to better understand the application lifecycle.

Within you first 6 months, you will advance you knowledge and skillset

•  Advanced Issue Resolution and Proactive Measures: 
  • Handle complex incidents effectively and efficiently, demonstrating a deeper understanding of the supported applications.
  • Initiate or contribute significantly to projects aimed at proactive monitoring, performance optimization, or automation of support tasks.
  • Actively contribute insights and suggestions for improvements during team meetings, focusing on long-term stability and user experience.
• Knowledge Sharing and Mentoring:
  
  • Share expertise by conducting mini-training sessions or workshops for team members on specific application-related topics.
  • Mentor newer team members or assist in their onboarding process, providing guidance and support.
  • Collaborate with the team lead to finalize strategies for continuous improvement and contribute to long-term support plan.