Product Support Specialist

Product Support Specialist

FlightSafety International is the world's premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world's largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.

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

Tasks and Responsibilities:

• 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 FlightSafety International courses, as specified by FAA/NAA regulations. Minimum of three (3) years' work experience with FlightSafety International, and general knowledge of FlightSafety International's applications, business processes and operations, required. Previous work experience environment will have been in a support position involving confidentiality, 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, myFlightSafety, FlightBag, FlightSafety App, DocCheck, Citrix, and SubManager. Excellent organizational skills.