Customer Support Specialist

Overview

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.

CAMP's relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

FlightBridge, a subsidiary of CAMP Systems International, is the only online booking and management platform for the private and business aviation industry, connecting aircraft operators, Fixed Base Operators (FBOs) and vendors. FlightBridge makes it easy to book and manage concierge services such as hotels, rental cars, commercial airline tickets, catering and more, and communicate with Fixed Base Operators (FBOs) and other stakeholders.

FlightBridge fosters an open, supportive, and collaborative work culture to empower every team member to share their ideas and see them to fruition. We appreciate that each new hire brings their unique experience, adding to our culture.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

Normal Work schedule: Tuesday - Saturday 9A - 5:30P (Pacific) / 12N - 8:30P (Eastern)

Job Summary

The Customer Support Specialist is a part of the primary customer-facing team at FlightBridge, and is usually the first person the customer speaks with when a problem or concern arises, taking ownership of the problem and following it through until a resolution is reached.

Responsibilities

• 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 individual 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.
• Other duties as assigned to assist and support our customers, vendors and internal account management and technology teams.

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)
• Normal Work schedule: Tuesday - Saturday 9A - 5:30P (Pacific) / 12N - 8:30P (Eastern)

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE