Product Support Representative N-OC

Job Description:

Deployment of Ops & Crew planning Digital Solutions

The Product Support Representative is fully responsible for all technical activities required to successfully deploy N-OC Skywise Digital Solutions. This may include Customer stakeholders management and steering activities required on the customer side.

These tasks usually fall on the following main families:

• Data & Workflow scoping phase, prerequisites, data mapping preparation, sourcing and consolidation
• Consolidation of the configuration
• Delivery of Customer Training
• Preparation and support to the User Acceptance Tests, including analysis and resolution of technical queries
• Support the transition to In-Service phase, with knowledge transfer to the Support team
• Follow-up on any additional needs raised by the customer

In Service support of N-OC Skywise Digital Solutions

• Contribute to complex Customer request solving, supporting L1/L2 or L3 teams.
• Manage Customer backlog and perform regular follow-up meetings on outstanding tickets.
• When the need for a stronger engagement is identified and validated by the Customer Experience Region Leadership Team, perform an in depth review of Customer situation (Health check), propose a specific engagement plan and execute it with the customer.
• Support on-call rotations to ensure customers continue to receive support.
• Contribute to tasks beneficial to customers in all regions (local for global) as directed by the local management.
• Act as a bridge between airline customers and internal teams.

Customer Feedback loop

• Contribute to consolidation of the Customer Voice for the region. Under the guidance of the Product Support Lead and Customer Success Managers.
• Prioritize all the customers queries, requests and pain points related to N-OC in the region and provide them to the Product Support Manager.

Knowledge Management & Training

• Identify the need for and organize Training sessions for internal colleagues as well as partners (e.g subcontractors)
• Ensure knowledge enabling more efficient support and providing software release information is recorded and communicated (e.g. Knowledge Articles, Learning Kits, How-Tos, Release Notes)

Continuous Improvement and Other activities

• Identify opportunities for process enhancements and implement best practices to increase operational efficiency.
• Support other CX (Customer Experience) functions, such as marketing for detailed product demos, central support for knowledge base maintenance and training content development.
• Other duties reasonably determined from time to time by the Company.

Outputs :

• Deployment of software solutions as per schedule and on cost.
• Health Checks provided to customers as per schedule and on cost.
• Technical support to tickets at L2+, answered on quality, on time and to Customers’ Satisfaction.
• Roadmap for resolution of long-standing open Tickets.
• Consolidated list of Hot Topics for N-OC in the region.
• Training delivered to internal colleagues and partners.
• Knowledge articles, How-Tos, Release Notes, Learning Kits, etc.

Personal & Interpersonal Skills

• Requires 4 or more years of professional experience in the domain of Operations & Crew Planning.
• Support experience (Customer interface internal or external).
• Communication Skills: Excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (e.g. pilots, dispatchers, maintenance crew, Airline Engineering, Airline IT department, Airline Flight Ops Engineering, etc).
• Training & Documentation: Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles.
• Problem-Solving: Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions.
• Organization & Management: Multitasking, Attention to Detail, Time Management & Prioritization.
• Attitude: Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset to identify process bottlenecks and propose fixes.

Qualification & Professional skills

• Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience.
• 4 or more years of professional experience in Aeronautical or Data Analytics Industry.
• Support experience (Customer interface internal or external)
• Communication Skills: Excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (e.g. pilots, dispatchers, maintenance crew, Airline Engineering, Airline IT department, Airline Flight Ops Engineering, etc).
• Training & Documentation: Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles.
• Problem-Solving: Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions.
• Organization & Management: Multitasking, Attention to Detail, Time Management & Prioritization.
• Attitude: Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset to identify process bottlenecks and propose fixes.
• Technical & SaaS Proficiency: This role sits at the intersection of the product and the user, requiring strong technical acumen to troubleshoot and act as liaison.
• Software & Application Skills: ability to identify, reproduce, diagnose, and resolve technical problems, involving log analysis and understanding system workflows.
• System Tools: Proficiency with ticketing/project management software and general business tools.
• Knowledge of databases or web technologies can be highly beneficial.
• Knowledge in Big Data and Artificial Intelligence.
• Industry & Domain Expertise: understand Airline flight & crew operations.