Job details
Job type full-time
Full job description
Customer support aviation analyst remote-usa why we need you – the mission atp is a global information services and software company that exists to make flying safer and more reliableOur products help reduce operating costs, improve aircraft reliability, and supports technical knowledge sharing and collaboration within the general and business aviation, military/defense, commercial aviation, and oem industriesWe have deployed solutions for multiple fortune 100 companies, supporting more than 75,000 aircraft maintenance professionals worldwideAs a global company, atp has more than 7,500 customers in 137 countries, with nearly 50 years of experience in the information services and software industriesA few ago, we acquired flightdocs, a leading provider of cloud-based maintenance, inventory, and operations softwareWe are looking for motivated, hard-working customer support aviation analyst (aa) with a customer-first mindset, to be responsible for assisting in the regular analysis and data entry of aircraft technical data for delivery of highest qualityPersonnel’s day to day will include answering high call volumes along with resolving inquiries and updates via casesSuccessful candidates will demonstrate an eagerness to learn, willingness to take initiative as well as be a champion for accuracyThe ideal candidate will be extremely driven, detail-oriented, and have a strong sense of urgencyThey will prioritize their day to accomplish as much as they can based upon need and date receivedThe work of the aviation analyst is collaborative in nature while one must manage their queue and work independentlyThe aviation analyst must ensure that our detailed efforts are efficient, and timeliness does not compromise accuracyWhat you’ll accomplish - your performance objectives
Objective #1 in your first thirty days, develop a good understanding of the flightdocs enterprise maintenance system and the cases received from usersSuccessfully complete a minimum of 100 updates throughout cases received.
Demo and become a competent user of flightdocs enterprise.
Begin familiarization with logbooks, work cards, user accesses, and customized requests received.
Listen in on calls with senior analyst for resolutions
Conduct outbound customer calls with guidance of senior support.
Communicate with customers through various channels including phone and email[sh5] as necessary while completing updates within assigned case.
Research and resolve unmatched aircraft data.
Process and review maintenance records to ensure accuracy and completeness.
Objective #2 in your first sixty days, expand updates to more complex cases inclusive of all tiersSuccessfully update 250+ cases monthly while upholding accuracy above 95%Take inbound calls and successfully assist customer with guidance of senior support.
Gain and grow extensive knowledge of a wide variety of aircraft maintenance requirements.
Research and resolve records issues, elevate to appropriate work groups if necessary.
Objective #3 in your first ninety days, gain efficiency and accuracy when reviewing a variety of case types
Identify learning opportunities, knowledge gaps and seek out the appropriate personnel to expand knowledge base(i.eIf any questions or misunderstanding arise during a phone call or case received, discuss with customer service, revisions, or enrollments’ personnel for a clearer understanding)
Research, support, and take initiative on cases and customer reported issues(i.eWhen an operator presents a problem, always attempt to trouble-shoot and resolve the issue prior to escalation by testing it out in the demo environment, researching the manual, and most importantly taking ownership of the case and customer need to see it through to the solution).
Assist customer service team lead with any extended projects or additional tasks as needed.
Continue knowledge of applicable aircraft requirements(i.eWhen an operator asks for an interval change or something doesn’t add up based upon the request received, always research the maintenance manual to ensure accuracy and develop a knowledge base for that aircraft)
Successfully resolve/accomplish all case types received and escalate as appropriate.
Performs other duties as directed by the customer service team lead, or the operations managerThis may include assisting with trainings, customer escalation calls, special projects, or other required tasks based on need.
Who we’re looking for - the personal competencies that matter
Detail-oriented: the aa will be responsible for updates on cases received by the operatorThe right person for this job pays close attention to detailThey can retain information and focus closely on each task at hand to ensure the upmost efficiencyThis person has an eagerness to maintain accuracy while effectively prioritizingTime management: the aa will be responsible for maintaining their own queueThey must excel at planning, executing and updating all cases on or before deadlinesThe best aa will have excellent time management skillsA sense of urgency is required within all tasks performedThey will do exceptionally well at prioritizing their schedule to make certain all cases in their name are in a “needs review” state prior to the end of their shiftPersonality & interpersonal skills: success in this role requires emotional agilityThe aa must be able to work well with a wide variety of personalities and rolesThey need to be able to clearly communicate with customers of various backgrounds to effectively deliver information pertaining to their maintenance tracking and customer expectationsThey must thrive working in a fast-paced, high-priority, demanding environment, with a wide variety of cases and a growing customer baseThey have a collaborative mindset and drive to work well with team members from all departments and contribute to reaching shared goalsThis candidate should be comfortable monitoring current processes and utilizing tools; be innovative and communicate externally and internally to enhance current and future integrations and improvements to the teamThis individual should have a proven ability to learn quickly in a fast-paced, high-volume environmentThey should be solution driven and be comfortable identifying problems and solving them with urgencyCommunication: effective workplace and customer communication is a key essential role of this positionCreating and maintaining a positive work environment means effective workplace communicationThis attitude is directly represented and maintained on every call with our customersThis candidate has fine-tuned listening skills and has superb non-verbal communication (body language, eye contact, hand gestures, and tone of voice)All correspondence internally and externally is respectful, confident, clear, concise, and friendly whether verbally or electronicallyHow we work - our core values we are at our best when we:
We are selfless team playersWe work together to achieve our goals and we put the team ahead of ourselves.
We are driven to succeed exceedWe take pride in our work and in exceeding expectations.
We find a better wayBy seeking to understand the challenge, we work to improve the process and solution.
We are simplifiers (not complicators)We focus on solutions and not obstaclesWe take action and ownershipWe gather the right people in the room and drive to a solution.
