Full job description: A Customer Support Specialist is needed to help a leading private aviation company continue to grow. This is an excellent chance to learn about the dynamic safety sector and business aviation industry. In addition to producing operations manuals for thousands of clients, the business creates proprietary software and apps for Safety Management Systems (SMS). Flight departments from Fortune 500 companies, aircraft management companies, and private business jet owners and operators make up the global customer base and expanding target market. Health insurance, a 401(k) with a company match, paid holidays, and paid vacation time that increases with years of service are paid benefits for full-time employees.
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Primary Responsibilities Monitor the queue of IT support tickets. As needed, resolve and respond to tier 1 tickets; take calls from customers and provide real-time tier 1 support or create a ticket for follow-up; maintain accurate records in the customer relationship management (CRM) system; act as a liaison between IT, CS, and customers for escalated tickets; assist in writing and revising customer help articles; configure new customer accounts on the software platform; participate in special projects; and provide IT support to employees when necessary. Ability to work in a hybrid role, with part-time on-site at our headquarters in Rockville, MD (after 90 days of employment) Qualifications: Required Bachelor’s degree in a related field Excellent written and verbal communication skills Customer service experience Familiarity with software concepts Candidate Profile Dedicated to improving the customer experience Excellent time management and organizational skills Outstanding attention to detail, particularly the ability to QA your own and others’ work A clear and concise writing style Fluency in spoken English A patient and diplomatic verbal communication style Advanced problem solving and critical thinking skills The judgment and ability to take initiative and direction at the appropriate times Trustworthy with confidential information Job Type: Paid Full-Time: Annual Salary: Between $50,000 and $55,000 Benefits:
Dental insurance, health insurance, paid time off, vision insurance, and 401(k) matching
Day shift, eight hours per day Capacity to commute:
Rockville, MD 20850 (Required) Relocation Capability:
20850 Rockville, MD: Move before beginning work (Required) Workplace: Remote hybrid in Rockville, Maryland 20850
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