Customer Support Specialist

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CAMP Systems International, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1968

🚀 Aerospace

☁️ SaaS

🤝 B2B

Aerospace • SaaS • B2B

CAMP Systems International, Inc. is an aviation software and services company that provides aircraft health and maintenance management solutions to operators, fleets, and MROs. Its cloud and mobile products (including CAMP Maintenance Management, Engine Health Monitoring, Inventory Management, and Flight Scheduling) combined with dedicated analyst support and OEM integrations help customers plan, track, and optimize scheduled and predictive aircraft maintenance, parts inventory, and compliance workflows.

📋 Description

• Represent FlightBridge in a positive and professional manner. • Maintain excellent relationships with FlightBridge customers and vendors. • Answer FlightBridge support calls, emails and website inquiries. • Manage airline ticketing issues, booking changes and refunds directly in Sabre GDS, ensuring timely resolution of errors and compliance with policies. • Coordinate with airlines, vendors, and customers to address credit card declines, voids, and ticketing exceptions, ensuring smooth transactions. • Effectively and quickly analyze and resolve customer-reported issues, whether technical or non-technical in nature. • Follow the issue through successful resolution. • Escalate issues to the technical support and software engineering teams as needed. • Maintain expert working knowledge of FlightBridge technology and how our customers use the system in various operational situations. • Assist the account management team with new customer onboarding, including systems integration tasks, new user setup, data import, account settings and preferences configuration. • Tasks must be performed while adhering to service level agreements and delivery times set by the account manager. • Work directly with software partners to help jointly resolve issues between integrated systems. • Work with vendors to resolve booking, fulfillment and billing concerns. • Thoroughly understand customer issues; resolve "tier one" issues; provide solutions and address concerns. • Communicate customer requests to team and record and route issues to appropriate individuals via assigned tickets. • Develop templates and scripts for common problems and requests. • Perform quality assurance and software testing for code fixes and enhancements linked to customer reported issues and requests. • Document account activity accurately and consistently in the CRM tool.

🎯 Requirements

• Knowledge of the private aviation industry; e.g. aircraft operators, FBOs. (required) • Experience with crew scheduling and travel arrangements. (recommended) • Familiarity with travel and hospitality online booking tools and with the technology industry in general. (recommended) • Familiarity with travel Global Distribution Systems, like Sabre, Travelport, or Amadeus, including formats, queues, customer profiles, etc. (recommended) • Knowledge of international and domestic airline reservations processes. (recommended) • Experience in technical support and customer service. (required) • Passion for problem solving. (required) • Eagerness to explore, learn, and apply new technology. (required) • Proven ability to provide exceptional customer service. • Able to establish trust and maintain effective relationships with customers at multiple levels in the customer organization. • Must have strong desire to help customers and solve any FlightBridge related issues. (required) • Exceptional organizational, time-management and follow-up skills. (required) • Excellent telephone, interpersonal, verbal, and written communication skills. Able to effectively communicate complex issues and solutions in verbal and written forms. (required) • Experience using Excel, presentation software (PowerPoint or similar), aviation software, CRM tool, issue tracking system. (recommended) • Self-motivation: able to take ownership of tasks and achieve results with little direct oversight—combined with the awareness of when it is necessary to seek input from management. • Ability to interact effectively as a team member and with other departments in a fast-paced, dynamic environment. (required) • Capability of balancing attention to detail with the need to work with multiple accounts and multiple tasks. (required) • Flexibility and ability to adapt to changing processes. Passion for improving techniques, processes, tracking, and insights. (required) • Ability to handle confidential and proprietary information. (required) • Willingness to work with some schedule flexibility as our customers operate 24/7 - serve on call rotation for FlightBridge support line. (required)

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off • Remote work options