Technical Support Specialist

Technical Support Specialist

 

Position Type:            Full Time

Department:              Customer Experience

Location:                     Waterloo, Ontario

 

Summary:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions.  These products directly support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

NAVBLUE, is currently seeking a Technical Support Specialist in our Customer Experience department. The role provides responsive 2nd Tier Technical Support to customers in solving product functionality problems in a 24 x 7 environment. 

The ideal candidate is effective at troubleshooting and problem solving in a technical environment, is proactive, and service oriented with a strong customer service background.  You also possess excellent verbal and written communication skills and thrive when working either independently, or as part of a team.  We are looking for someone who possesses strong technical abilities, and strives to proactively enhance their skills.  At NAVBLUE, Specialists are expected to work collaboratively with their peers in all aspects of their activities, and may also be involved in creating support documentation.  The Specialist works under moderate supervision but is expected to self-manage at a level required by their team lead.

 

Responsibilities:

  • Respond to customer phone, chat, and email queries; guide customer through necessary steps to resolve issues.
  • Investigate and resolve hardware and software incidents; determine likely cause, recommend corrective action, and if appropriate, implement corrective action, and edit or amend existing procedural and diagnostic documentation.
  • Resolve, forward, or escalate customer issues as required.
  • Review urgent incidents with Tier 3 support staff to ensure appropriate steps are taken to resolve situations in a timely manner.
  • Keep customers informed of problem resolutions.
  • Maintain incident status and resolution records.
  • Interface with Software Development, Deployment, and Quality Assurance teams on reliability and maintenance matters.
  • Monitor systems and resolve issues pro-actively.
  • Provide PC, mobile, and network support to internal user base
  • Install tested software updates on hosted and self-hosted production environments.
  • Support IT and Deployment teams as required.
  • Other Technical Support related tasks as assigned.

 

Academic/Educational Requirements:

  • Successful completion of a post-secondary degree or diploma in computer science or technology (or equivalent).

 

Required Skills/Experience:

  • Must be able to work rotating 12-hour shifts (weekends included).
  • Proficient with operation and support of MS Windows OS.
  • Working knowledge of Linux OS.
  • Service oriented and solution driven with strong analytical and problem-solving skills.
  • Working experience in a Customer Support environment.
  • Ability to work independently, prioritize, and communicate effectively.
  • Working knowledge of web-based solutions.
  • Experience with TCP/IP, addressing, and routing as well as communication protocols.
  • Experience with shell scripting, databases, remote desktop solutions, printer configurations, and Cisco products is a definite asset.

 

Perks:

Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open work stations, rather than boxed-in cubicles. As part of our family, you will enjoy:

  • Free parking
  • Strong work-life balance with scarce requirements for overtime or extra hours
  • Laid back, friendly environment
  • Casual dress code (shorts and jeans welcome!)
  • Competitive group benefits plan
  • RRSP matching program
  • Fitness & Wellness reimbursement
  • An active social committee (which usually involves some delicious free food)
  • Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
  • And much more!

Not to mention, the aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.

 

How to Apply:

Candidates who are interested in joining the NAVBLUE team are invited to submit their resume and cover letter, highlighting their work experiences and skills via email to talent@navblue.aero.

We thank all applicants for applying. Only selected applicants will be contacted.

NAVBLUE, an Airbus company, welcomes and encourages applications from people with disabilities. Accommodations will be available on request for candidates throughout the entire recruitment and selection process

 

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions.  These products directly support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

Through digital and collaborative innovation, our passionate and customer-focused team develops solutions to enhance the safety and efficiency of air transport. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Halifax, NS (Canada), with other offices all around the world.