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 internal / external customers with the best overall customer service experience.

TASKS AND RESPONSIBILITIES : The following duties are essential to the successful and satisfactory performance of this job. Other duties may be assigned.

• 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 :

KNOWLEDGE, SKILLS, ABILITIES :