Job Description

Customer Support Analyst

Veryon

Why We Need You – The Mission

At Veryon we develop and regularly enhance the advanced technology that runs the maintenance tracking, inventory management, and flight operations tools for flight departments across the globe. Our goal is to alleviate flight disrupters and add control and efficiency to the process, so flight departments can safely accept as many missions as possible.

We are looking for customer-first focused person with a passion for amazing customer service. This motivated, hard-working Aviation Support Analyst (ASA) is our front-line contact when customers, clients and partners call with inquires. This position offers the opportunity to become familiar with the Veryon software, clientele, and brand. Successful candidates will demonstrate exceptional and professional customer care skills, an eagerness to learn as well as willingness to take initiative.

The ideal candidate will be extremely driven, personable, and have a strong sense of urgency. They will be the face and voice of Veryon. Please note: You MUST be fluent in Spanish AND have previous experience in Aviation to apply.

What You’ll Accomplish - Your Performance Objectives

Objective #1

In your first thirty days, develop a good understanding of all Veryon products.

• Demo and become a competent user of Veryon Tracking, Veryon Publications, Salesforce, and phone system.
• Begin familiarization with Customer Support department process and procedures.
• Call shadowing with Senior Analyst.
• Work with ASA team members to maintain the Tier 1 and Tier 2 queue balance and turnaround times.
• Familiarization with Onboarding, QA and MP department process and procedures

Objective #2

In your first sixty days, expand system knowledge and internal demoing of product.

• Receive inbound calls and successfully assist customer with guidance of senior analyst.
• Gain and grow extensive knowledge of a wide variety of aircraft maintenance requirements.
• Collaborates well with team members from different departments and contributes in reaching shared goals.
• Handle all customer inquiries in a professional fashion and generate resolution with a sense of urgency.
• Establish customer-first culture and be a point of escalation for customer issues while ensuring all compliance and company policies are being met.
• Communicate with customers through various channels including phone and email.

Objective #3

In your first ninety days, handle inbound customer calls.

• Identify learning opportunities, knowledge gaps and seek out the appropriate personnel to expand knowledge base.
• Research, support, and take initiative on calls and customer reported issues.
• Continue knowledge of applicable aircraft requirements.
• Research and resolve phone calls and/or elevate to appropriate work groups if necessary.
• Receive inbound calls and successfully assist customer with guidance of senior analyst.

Who We’re Looking For - The Personal Competencies That Matter

Attentiveness: The ASA will be responsible for all inbound calls. This requires the ability to truly listen and pay attention to the individual customer. They will need to be attentive to pick up on what customers are telling us without directly saying what the issue maybe. This person has an eagerness to resolve customer issues, provide time saving steps and build relationships with our clientele.

Problem Solving: The ASA will take the initiative to reproduce the trouble at hand before navigating a solution. That means you need to intuit not just what went wrong but also what action the customer was ultimately after. This problem-solving pro will additionally need to understand how to offer a preemptive advice or a solution that the customer doesn’t release is an option.

Personality & Interpersonal Skills: The ASA is the face and voice of the company. The right candidate is outgoing, carries a can-do attitude and loves to speak with people. Success in this role requires emotional agility. The ASA must be able to work well with a wide variety of personalities and roles. They need to be able to clearly communicate with customers of various backgrounds to effectively deliver information pertaining to their maintenance tracking and customer expectations. They must thrive working in a fast-paced, high-priority, demanding environment.

Communication: Effective and clear communication are key essential roles of this position. Those successful in this role have fine-tuned listening skills and has superb verbal communication. All correspondence internally and externally are respectful, confident, clear, concise, and friendly.

Creativity and Resourcefulness: Those successful as an ASA solve our customer’s problems but find clever and fun ways to go the extra mile – and wanting to do so in the first place. The ASA infuses a typical customer service exchange with memorable warmth, personality and knowledge. Those successful have the natural born attitude to deliver a white glove service experience that leaves our customers with the want to call and chat.

How we work - The Core Values That We Live By

Fueled By Customers : We work hard so our customers can get more uptime. A customer-centered approach is on the forefront of our minds. We’re big on transparent communication with our customers, and we celebrate their wins internally because we love the positive impact we’re making on their lives.

Win Together : We focus on the “we” and not the “me”. Collaboration is key, we value diverse backgrounds and skill sets. Our mission is to win as a team, we think everyone plays an integral part in our success.

Make it Happen : When we make a commitment, we get it done. We take a proactive approach, we commit, we adapt to evolving landscapes and problems, we tackle problems at every difficulty level.

Innovate to Elevate : We set the standard in aviation by embracing and advancing cutting edge technology. We take a fail-forward approach using everything as a learning experience. We encourage creativity and experimentation within our teams. This helps us set the bar high and provide world class expertise in aviation.

Job Tags

Similar Jobs