SKYWISE - Customer Support Specialist - EMEA Region - Crew Efficiency

Job Description: Skywise is a leading digital services company, wholly owned by Airbus. We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations. By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations. As Customer Support Specialist, you’ll be part of Customer Experience at Skywise, within the Deployment and Support team of EMEA Region. You’ll be responsible for the support and services of Flight Operations Solutions delivered to the customers. The Flight Operations Solutions address Flight Ops, Ground Administration, and Flight Ops Monitoring applications. You’ll provide technical Level 2 support for the Skywise N-Ops & Crew (N-OC) product with scope to extend this to additional products in line with business needs. Responsibilities: Analyze and troubleshoot complex Level 2 queries through all available tools to try to resolve queries without escalation to L3 teams, performing system changes where required and permitted through the defined operating procedures. Provide feedback to Production Teams and Product Management on support trends, issues and any item impacting customer satisfaction. Manage and be responsible for multiple complex and technical queries submitted by customers through the Skywise Support Portal. Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific Service Level Agreement’s (SLA). Work closely with Product on new releases of the applications including training on the release, notifying new customers, and assisting customers with any issues. Train on the applications and use the desktop and mobile versions to troubleshoot any customer issues or queries. Monitor customer satisfaction and build loyalty from customers by providing excellent customer service. Ensure Quality, good housekeeping & Health & Safety is always maintained. Organize and manage Customer events such as workshops, support seminars, training sessions Create synthetic reports on customers issues, concerns, needs and requests towards Skywise products and services Develop / Propose improvements on support procedures, operating modes and team organization Propose improvements on Skywise products and services Create the correct reporting of day-to-day activity Contribute to the right calculation of the KPI related to the support activity Write and maintain the products’ documentation Contribute to the knowledge and best practices of the group Must Haves: N-OC or similar product knowledge At least 3-5 years of proven, hands-on experience in a technical/IT aviation role, working directly with Airline Crew Management or Scheduling Systems and processes. Experience working with customer requests and issues in a strict time frame and adhering to SLA’s Proven ability to multitask during high stress situations and prioritize work. Strong communication skills written/verbal communication, organizational and customer service skills. Fluency in English written and spoken is a must. Nice to Haves: Understanding Hotel, Air and Ground Transportation requirements for Crew Understanding Crew duty and rest violations Understanding the relationship between crew details and flight operations such as crew qualifications/ training records and other information Understand the required daily reporting and tracking of crew and aircraft Understanding Irregular Operations (IROP) contingency plans Crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided Experience in providing product training Software You’ll Use: N-OC Freshdesk Google Suite What We Offer: Stable, full-time employment contract Flexible working hours with a hybrid model (3 days per week in our Gdansk office at Olivia Business Centre) Training and development opportunities to support your career growth (3000 PLN gross per year after the probationary period) Co-funding for meals and commuting Access to the latest knowledge and technologies enabling professional development Opportunity to work on international projects and collaborate with global teams, including occasional international travel Private medical coverage Sport card Mental health support platform Life insurance Access to Employee Share Scheme Employee referral program bonus (5000 PLN) Selection and Hiring Commitment We thank all applicants for applying. Only selected applicants will be contacted. Skywise is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process. Skywise Gdansk is operating within the Airbus Helicopters Polska Structure. At Airbus Helicopters Polska sp. z o.o. Gdańsk Plant, the "Internal procedure for reporting legal violations and taking follow-up actions at Airbus Helicopters Polska sp. z o.o. Gdańsk Plant" is in effect. This procedure was introduced in accordance with the Act of June 14, 2024, on the protection of whistleblowers (Journal of Laws of 2024, item 928). In the event of any detected violations, whistleblowers can submit reports to the following email address: talent@skywise.com. GDPR In accordance with Article 13(1) and (2) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter referred to as the "GDPR"), we hereby inform you that: The Controller of your personal data is Airbus Helicopters Polska Sp. z o.o., with its registered office in Łódź, al. Marszałek Józefa Piłsudskiego 85, 92-332 Łódź, KRS 0000481954, NIP 5252569191. You can contact the Controller by phone: +48 42 201 40 04, email: contact.office.ahp@airbus.com, or in writing using the contact details provided. In matters concerning the processing of your personal data, please contact us by email: contact.rodo.ahp@airbus.com or in writing to the Controller's registered office address, with the note "Data Protection." To ensure proper protection of your personal data, the Controller has appointed a Data Protection Officer, who can be contacted via email: contact.rodo.ahp@airbus.com. Your personal data will be processed for the purpose of the recruitment process and, if you provide appropriate consent, for future recruitment processes. The legal basis for data processing is: Conducting the recruitment process in accordance with the requirements imposed on the Controller under applicable law (Article 6, paragraph 1, letter c of the GDPR in conjunction with the provisions of national law - the Act of 26 June 1974 - the Labor Code), Consent to the processing of personal data to a broader extent than required by law, in a situation where the Candidate discloses such data voluntarily and on their own initiative (Article 6, paragraph 1, letter a of the GDPR and Article 9, paragraph 2, letter a of the GDPR - if it concerns special category data), Establishing, pursuing, and securing c