Customer Support Specialist
4 weeks ago
An industry-leading private aviation group is seeking a Customer Support Specialist to support its continued growth. This is an excellent opportunity to experience the dynamic business aviation industry and the safety sector. The company develops Safety Management Systems (SMS) proprietary software and apps, and produces operations manuals for thousands of customers.
The worldwide customer base and expanding target market includes Fortune 500 flight departments, aircraft management companies, and private owner/operators of business jets.
Full-time employees receive paid benefits, including health insurance, a 401(k) with a company match, paid holidays, and paid vacation time that increases with additional years of service.
### Primary Responsibilities
#### IT Customer Support
* Monitor IT support ticket queue. Resolve and respond on tier 1 tickets as appropriate
* Take customers' phone calls and provide real-time tier 1 support and/or create a ticket for follow-up
* Create and update records in the customer relationship management (CRM) system, as appropriate
* Act as a liaison between IT, CS, and customers for escalated tickets
#### Customer Success Support
* Gather customer requirements and translate them into technical specifications
* Assist with writing and revising customer help articles
* Configure new customer accounts on the software platform
* Participate in special projects
#### Other
* Provide IT support to employees when required
* Help test new features across a variety of browsers and devices
### Qualifications
#### Required
* Bachelor's degree in a related field
* Excellent written and verbal communication skills
* Customer service experience
* Familiarity with software concepts
* Qualities that exude our company value of care
* Ability to work in a hybrid role, with part-time on site at our headquarters in Rockville,MD (after 90-days of employment)
#### Desired
* Familiarity with both Apple and PC hardware and software
* Experience with any brand(s) of CRM software
* Candidate Profile
* Interested in understanding the customer's perspective
* Dedicated to improving the customer experience
* Excellent time management and organizational skills
* Outstanding attention to detail, particularly the ability to QA your own and others' work
* A clear and concise writing style
* Fluency in spoken English
* A patient and diplomatic verbal communication style
* Advanced problem solving and critical thinking skills
* The judgment and ability to take initiative and direction at the appropriate times
* Trustworthy with confidential information
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