Customer Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Acquire knowledge of FL3XX software, including its features, functionalities, and troubleshooting techniques.

• Understand FL3XX's company culture, processes, responsibilities, and workflows.

• Manage customer support tickets effectively.

• Engage in a 24/7 support rotation alongside teams based in the US and EU.

• Provide weekend coverage every four weeks, participate in holiday rotations, and be available for occasional late-night or early-morning support as required.

• Document and replicate user issues, channeling them into the development workflow.

• Conduct live video calls when necessary to address urgent issues.

• Take full responsibility for customer accounts, ensuring their issues are resolved promptly.

• Support the Help Desk with growing independence.

• Work on a project of personal interest, such as AI-driven workflows, chatbots, or recommendation reports for the Product team.

⛳️ Requirements

• Background in business aviation (sales, flight coordination, passenger services, crew) or a strong interest in aviation with a willingness to learn (preferred).

• Proven comfort with new technologies and a quick learning ability for new software; experience in a start-up environment is advantageous.

• Experience in software support desks or SaaS support environments.

• Capability to tackle customer issues in a structured and methodical way.

• Excellent written and verbal communication abilities.

• Self-assured, willing to learn from mistakes, and capable of facing new challenges with resilience and adaptability.

• Strong multitasking and project management capabilities.

• Highly organized with the ability to prioritize tasks effectively.

• Commitment to covering North American business hours.

• Status as a 1099 contractor.

🏝️ Benefits

• The flexibility to work remotely from any location globally, provided there is a commitment to North American hours.

• Opportunities for rapid growth within the technology sector.

• The chance to work on personal interest projects, bring your ideas to life, and develop a portfolio of project outcomes.

• A diverse, international team located around the world.