Customer Support Specialist

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