FlightAware - Support Specialist (Remote)

Date Posted:

2024-08-07

Country:

United States of America

Location:

HTX99: Field Office - TX Remote Location, Remote City, TX, 73301 USA

Position Role Type:

Remote

Do you excel in custom support and are motivated to work for an organization that provides businesses actionable, aviation data and allows family & friends to track their loved ones when traveling?

FlightAware, part of the Connected Aviation Solutions (CAS) unit of Collins Aerospace, has built the world's leading aviation software platform, processing over 180+ million incoming messages an hour from over 30,000 individual data feeds—2 terabytes a day and growing! We provide the best, most complete, and most accurate real-time flight-tracking service and are proud to have built a wide variety of successful products on this foundation that have become central to the aviation industry at large.

FlightAware is looking for a Support Specialist, as a key member of the support team, you will act as the main point of contact in all matters relating to customers' technical and day-to-day support needs. In this role, you will develop a thorough understanding of our products and service offerings and a good insight into the data that powers FlightAware solutions. You will be expected to build and strengthen customer relationships to achieve long-term partnerships. The ideal candidate will have a passion for problem-solving and a drive for providing exceptional customer service.

You will also be a member of a dynamic and high functioning team where your opinion matters and your work will have a highly visible impact. We also make time to have fun, share our passions, and be ourselves. Regardless of role, we expect excellent interpersonal and communication skills across all hires at FlightAware. We look for candidates who will thrive here, meaning they demonstrate clear communication, embrace open feedback, trust their colleagues, and are driven to execute, deliver, and complete projects independently and efficiently.

What You Will Do:

• Provide prompt and accurate responses to customer inquiries through phone, email, and Zoom

• Diagnose and resolve technical issues related to datafeed API connectivity and functionality.

• Assist the wider Support team in troubleshooting advanced technical issues.

• Build and strengthen relationships with some of our largest customers

• Participate in regular team meetings to discuss ongoing issues and developments.

• Coordinate with sales and account management teams to ensure seamless customer onboarding and support.

• Work closely with the various Sales, Support, and Engineering teams to identify and bring focus to any customer issues.

• This position has the following shifts: Sunday-Thursday OR Tuesday-Saturday; hours are typically 9:00 - 5:00 PM (central time).

What You Will Learn:

• You'll be at the forefront of ensuring customer satisfaction, addressing their needs promptly and effectively. Your contributions directly impact the company's industry reputation and bottom line.

• As you navigate through customer interactions, you'll gain invaluable insights into market trends, customer behavior, and product dynamics. This positions you for potential growth opportunities within other areas of the company.

• The commercial landscape is ever-evolving, presenting new challenges and opportunities. In this role, you'll continuously learn about new products, industry trends, and customer preferences, keeping your skills sharp and your mind engaged.

Qualifications You Must Have:

• Typically Requires AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience.

• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position. 

• Background in a customer-facing position with experience and/or knowledge of general aviation and/or the commercial aviation industry.

Qualifications We Prefer:

• Experience with SaaS productivity tools such as Confluence, Jira, Zendesk, and Office365.

• Professional communication skills, both written and verbal, with a focus on customer service.

• Have a registered FlightAware account and be familiar with FlightAware site history, features, and products.

• Understanding of API technologies (REST, SOAP, JSON, XML).

• You are a private pilot, you are looking to pursue your private pilot license, or have a passion for av