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: Requires knowledge of aviation industry terminology, FARs, and prerequisites for International courses, as specified by FAA/NAA regulations. Minimum of three (3) years’ work experience with and general knowledge of 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 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.
Top 3 required skills we are seeking in a candidate for this role: Knowledge or experience with Genesys or other similar VoIP technology. Ability to adapt to changes rapidly and perform in a fast-paced, high-pressure work environment. Excellent organizational skills.
Additional skills we are seeking in a candidate for this role: We would like a candidate with more Customer Service background than IT. While the Product Support Specialist role does require the candidate to work closely with IT, they will mainly be interacting with our internal and external clients. We would like a candidate with experience in the aviation industry. This is not a dealbreaker but a preference. We would like our candidate selection to come from the Columbus, Ohio and Wichita, Kansas areas.
System One, and its subsidiaries including Joulé, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.