Customer Support Representative
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Job Description
Customer Support Representative supporting FL3XX business aviation SaaS users across North America. Processing tickets, managing accounts, and troubleshooting software issues remotely.
Responsibilities:
- Learn FL3XX software, its functionality, features, and troubleshooting methods
- Learn FL3XX company culture, processes, responsibilities, and workflows
- Process customer support tickets
- Participate in a 24/7 support rotation with US-based and EU-based teams
- Cover one weekend every four weeks, holiday rotations, and occasional late-night or early-morning support as needed
- Document and reproduce user issues and funnel them into the development process
- Conduct occasional live video calls to document urgent issues
- Take sole ownership of customer accounts and ensure their problems are resolved
- Assist the Support desk with increasing autonomy
- Develop a project of personal interest, such as AI-powered workflows and chatbots or recommendation reports for the Product team
Requirements:
- Experience in business aviation (sales, flight coordination, passenger services, crew) or passion for aviation and the confidence to learn (nice to have)
- A track record of comfortability around new technologies and the ability to quickly learn new software; start-up experience is a plus
- Experience in software support desks or SaaS support
- Ability to approach customer issues in a structured and calculated manner
- Strong written and verbal communication skills
- Self-confident, unafraid of making mistakes, and able to approach new challenges with strength and flexibility
- Excellent multitasking and project management skills
- Well-organized with the ability to prioritize
- Commitment to covering North American hours
- 1099 contractor status
Benefits:
- The ability to work remotely from anywhere in the world, so long as the commitment to covering North American hours remains
- The ability to grow quickly in the tech space
- Opportunities to pursue projects of personal interest, realize your own ideas, and build a portfolio of project outcomes
- A diverse international team living across the globe
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