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Technical Support Specialist I

2 months ago

Austin, United States ForeFlight Full time

We are seeking a dedicated Technical Support Specialist to join our dynamic team. This role is pivotal in delivering exceptional support services to our global customer base. As a Technical Support Specialist, you will collaborate closely with product managers, developers, and fellow support team members to ensure timely and accurate assistance to our customers. The ideal candidate will possess a genuine passion for aviation, outstanding technical skills, and a strong commitment to delivering unparalleled customer service.

Key Responsibilities

  • Act as the main point of contact for customer inquiries and technical support concerning our application suite.
  • Deliver timely and courteous assistance to customers via email and occasional phone support, ensuring each interaction surpasses expectations.
  • Collaborate with cross-functional teams to relay customer feedback, contribute to product enhancements, and address technical issues.
  • Conduct comprehensive research to effectively resolve customer queries, demonstrating empathy throughout the support process.
  • Maintain our commitment to excellence by providing clear, concise, and articulate responses within specified timeframes.
  • Utilize iPad, iPhone, and various ADS-B and GPS accessories proficiently to troubleshoot technical issues.
  • Analyze customer reports on app bugs, crashes, or other issues, investigating complex subjects.
  • Take ownership of support cases, managing them to resolution promptly.
  • Collaborate with support team members to resolve cases with minimal engineering involvement.
  • Document troubleshooting steps and pertinent information accurately.
  • Report, document, and escalate issues to ForeFlight engineers as necessary.
  • Independently research and comprehend complex topics.
  • Communicate complex ideas in a clear manner to both customers and staff.
  • Draft bug or crash reports for engineering review.
  • Stay updated on new app features through regular training and become proficient in their utilization.
  • Assist Technical Support Manager with various projects as required.
  • Provide support to other teams by addressing their queries effectively.
Qualifications
  • FAA Pilot certification (preferably with an instrument rating).
  • Passion for ForeFlight, aviation and customer service.
  • Strong technical aptitude, proficient in using iPad, iPhone, and related accessories.
  • Excellent written and verbal communication skills.
  • Keen eye for detail and advanced troubleshooting abilities.
  • Proven ability to thrive in a fast-paced, high-volume support environment.
  • Empathetic and patient demeanor when addressing customer concerns.
  • Ability to work flexible hours, including weekends, holidays, and on-call support.
  • Detail-oriented analytical problem solver with a strong willingness to learn independently and from others.
About ForeFlight

ForeFlight produces the best-selling iPad and iPhone app for pilots flying personal and business aircraft, corporate flight departments, and aircraft operators. Customers include individual pilots worldwide, Fortune 500 corporate flight departments, state and federal agencies, leading operators, the military, and leading aircraft OEMs. We have been in the App Store since its grand opening in July, 2008 and are consistently ranked in the top 50 grossing iPad apps in the App Store.

We are known for our exceptional software user interface design and responsive, customer support. ForeFlight Mobile, our flagship application, was named Aviation Consumer's 2011 App of the Year and received Flying Magazine's Editors' Choice Award for 2011, 2012, and 2013.

Why you should join

At ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we
empower them to make a direct impact on our products and services messaging. We strive to provide ForeFlighters and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following:
  • Medical, dental, vision insurance with Employer paid health premiums
  • Open PTO Policy
  • 401(k) with up to 10% company matching and immediate vesting
  • 10 Weeks Paid Maternity Leave
  • 4 Weeks Paid Paternity Leave
  • Flight Training Rewards
  • Tuition Stipend