SKYWISE - Customer Support Specialist - EMEA Region - Crew Efficiency

Airbus
Gdansk
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Communication","Organizational skills","Customer service","Troubleshooting","Multitasking"]

Support Flight Operations Solutions for Skywise customers as part of the EMEA Deployment and Support team. Provide technical Level 2 troubleshooting for Skywise N-Ops & Crew, manage customer queries through the support portal under SLAs, coordinate with Product on releases, and deliver training. Monitor customer satisfaction, create reporting/KPIs, maintain product documentation, and propose improvements to support procedures and products.

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FursaFursa
Airbus
Airbus
1 month ago

SKYWISE - Customer Support Specialist - EMEA Region - Crew Efficiency

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 days agoStatus: Live

Job Summary

Support Flight Operations Solutions for Skywise customers as part of the EMEA Deployment and Support team. Provide technical Level 2 troubleshooting for Skywise N-Ops & Crew, manage customer queries through the support portal under SLAs, coordinate with Product on releases, and deliver training. Monitor customer satisfaction, create reporting/KPIs, maintain product documentation, and propose improvements to support procedures and products.
Location: Gdansk
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Analyze and troubleshoot complex Level 2 customer queries using available tools, resolving without escalation where possible.
  • •Manage multiple complex technical customer queries submitted via the Skywise Support Portal and ensure timely logging, follow-up, and closure per SLA.
  • •Work with Product on application releases, including training for releases and assisting customers with issues.
  • •Train users and troubleshoot problems using desktop and mobile application versions.
  • •Monitor customer satisfaction and maintain documentation; create reports and contribute to KPIs and improvements to support procedures and products.
Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceSport CardLife InsuranceMeal AllowanceLearning Budget

Key Requirements

  • •N-OC or similar product knowledge.
  • •3-5 years hands-on experience in a technical/IT aviation role working with Airline Crew Management or Scheduling Systems and processes.
  • •Experience handling customer requests and issues within strict time frames and adhering to SLAs.
  • •Proven ability to multitask under high-stress situations and prioritize work.
  • •Fluency in English (written and spoken).
Experience:3-5 yearsAviationAirline operations
Skills:CommunicationOrganizational skillsCustomer serviceTroubleshootingMultitasking
Languages:English
Tech Stack:N-OCFreshdeskGoogle Suite

Company Brief

Airbus
Designs, manufactures, and sells commercial aircraft, helicopters, defense and space systems, and related services worldwide. Airbus is a leading aerospace and defense company delivering integrated solutions for civil and military aviation customers.
Industry: Aerospace Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Toulouse, France
Founded: 1970
WebsiteLinkedIn