Customer Support Specialist

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

📋 Description

• Represent FlightBridge in a professional and positive manner.

• Cultivate and maintain strong relationships with FlightBridge's customers and vendors.

• Respond to FlightBridge support inquiries via phone calls, emails, and website messages.

• Handle airline ticketing concerns, booking modifications, and refunds directly within the Sabre GDS, ensuring prompt error resolution and compliance with policies.

• Collaborate with airlines, vendors, and customers to address issues related to credit card declines, voids, and ticketing exceptions, ensuring seamless transactions.

• Quickly and effectively analyze and resolve customer-reported issues, whether they are technical or non-technical.

• Follow through on issues until they are successfully resolved.

• Escalate matters to the technical support and software engineering teams as necessary.

• Maintain an expert-level understanding of FlightBridge technology and how our customers utilize the system in various operational contexts.

• Support the account management team with onboarding new customers, which includes systems integration, new user setup, data imports, and configuring account settings and preferences.

• Execute tasks while adhering to service level agreements and delivery timelines established by the account manager.

• Collaborate directly with software partners to jointly address issues arising from integrated systems.

• Engage with vendors to resolve concerns regarding bookings, fulfillment, and billing.

• Gain a comprehensive understanding of customer issues; address "tier one" problems; provide solutions and alleviate concerns.

• Communicate customer requests to the team and accurately document and route issues to the appropriate individuals via assigned tickets.

• Create templates and scripts for frequent problems and requests.

• Conduct quality assurance and software testing for code fixes and enhancements linked to customer-reported issues and requests.

• Accurately and consistently document account activity in the CRM tool.

⛳️ Requirements

• Familiarity with the private aviation industry, including knowledge of aircraft operators and FBOs. (required)

• Experience in crew scheduling and travel arrangements. (recommended)

• Knowledge of travel and hospitality online booking tools, as well as a general awareness of the technology industry. (recommended)

• Experience with travel Global Distribution Systems such as Sabre, Travelport, or Amadeus, including understanding formats, queues, and customer profiles. (recommended)

• Understanding of international and domestic airline reservation processes. (recommended)

• Background in technical support and customer service. (required)

• Strong passion for problem-solving. (required)

• Willingness to explore, learn, and apply new technologies. (required)

• Proven track record of delivering exceptional customer service.

• Ability to build trust and maintain effective relationships with customers at various levels within their organization.

• Strong desire to assist customers and resolve any issues related to FlightBridge. (required)

• Exceptional organizational, time-management, and follow-up skills. (required)

• Excellent communication skills, both verbal and written, with the ability to convey complex issues and solutions clearly. (required)

• Experience with Excel, presentation software (such as PowerPoint), aviation software, CRM tools, and issue tracking systems. (recommended)

• Self-motivated, with the capability to take ownership of tasks and achieve results with minimal supervision, while knowing when to seek management input.

• Ability to effectively collaborate as part of a team and interact with other departments in a fast-paced, dynamic environment. (required)

• Skill in balancing attention to detail while managing multiple accounts and tasks. (required)

• Adaptability and flexibility in adjusting to changing processes, with a passion for enhancing techniques, processes, tracking, and insights. (required)

• Capability to handle confidential and proprietary information. (required)

• Willingness to work with flexible scheduling as our customers operate around the clock, including being part of the on-call rotation for the FlightBridge support line. (required)

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible working hours

• Paid time off

• Remote work options