Product Support Specialist

Purpose of position

The Product Support Specialist’s primary role is to provide daily support and sustainment of our business operating systems/applications/products as they relate to the Client Training Cycle (CTC) for all FlightSafety internal/external customers with the best overall customer service experience.

Tasks and Responsibilities

• Monitor work queues, email, telephone, and dashboards.
• Provide first level response to requests, issues, and inquiries to include triage, troubleshooting, resolution, and escalation (as needed) for the applications supported by the Product Support Team.
• Generate reports and analyze to identify tasks to be completed to support client training.
• Assist with creation of training documentation and training for systems/applications for Teammates.
• Research guidelines/regulations to complete assigned tasks.
• Provide guidance/direction, best practices, training, and direct clients/customers to processes, Ops memos, or any reports that will aid them.
• Provide input on updates to existing processes and procedures and on the creation of new processes and procedures.
• Complete assigned tasks on/before target dates; advise Manager, Product Support and project leaders/managers of revised target dates when established target dates cannot be met.
• Maintain communication and facilitate meetings with other business units as needed.
• Provide minimum of bi-weekly updates to Manager, Product Support, as needed.

Minimum education

• Bachelor’s degree in Business or Aviation Management preferred or three (3) years’ related experience and/or training; or equivalent combination of education and experience; equivalency years’ experience substitution must be in related field.
• One (1) to two (2) years of aviation experience preferred.

Minimum Experience

• Requires knowledge of aviation industry terminology, FARs, and prerequisites for FlightSafety International courses, as specified by FAA/NAA regulations.
• Minimum of three (3) years’ work experience with FlightSafety International, and general knowledge of FlightSafety International’s applications, business processes and operations, required.
• Previous work experience environment will have been in a support position involving confidentially, organizational skills and time constraint pressures, required.

Knowledge, Skills, Abilities

• Excellent customer service skills.
• Knowledge of basic scheduling concepts and/or experience with scheduling software.
• Detail oriented with excellent organization and time management skills.
• Excellent verbal and written communication skills.
• Ability to interact with various levels of management in a professional manner.
• Ability to adapt to changes rapidly and perform in a fast-paced, high-pressure work environment.
• Results-oriented with high drive to achieve objectives and standards with little supervision or guidance.
• Customer/client oriented and ability to adapt/respond to different types of personalities.
• fluency in English, through both verbal and written communications; able to speak, understand, read and write.
• General knowledge of the following software: MS Office Suite, GENESIS, Enterprise Applications, myFlightSafety, FlightBag, FlightSafety App, DocCheck, Citrix, and SubManager.
• Excellent organizational skills.
• Ability to work unsupervised, as needed

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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