Hi Customer Success Specialist,

We've been
looking for you.

Customer Success Specialist

Junior to Mid Level

Help keep our global customer base happy with an international team in Vienna!

We are looking for a young, digital native, high-energy person with an aviation experience who wants to drive, discover, constantly improve with an entrepreneurial spirit.

You will have a role in Customer Success, answering their requests, solving their needs and in general helping them operate better by leveraging our service. Your responsibilities include resolving customer queries, organizing remote and local trainings, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

This position can be full-time or part-time. Work hours are adaptable but the energy and drive are required. If you are eager to get moving fast, this is for you.

Your responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives
  • Ensure no incoming contact is lost and every opportunity is explored
  • Support the conversation with prospects and partners
  • Interact with Sales colleagues to maintain functional relationships and provide tangible value to all we deal with
  • Train users
  • Visit prospects and customers when needed (occasionally)

Requirements

  • Experience in Customer Support
  • Experience in Flight Dispatch
  • Familiarity with the aviation industry
  • Knowledge in aviation regulations
  • Familiarity with online systems and understanding of software
  • Experience using help desk software and remote support tools (e.g. Zendesk, Freshdesk, Zoho) is a plus
  • Understanding of how CRM systems work (e.g. Hubspot, Salesforce, SugarCRM) is a plus
  • Able to organize online/on-site customer training and travel (10%).
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • Coordinate with colleagues, customers, and suppliers to close and implement projects.
  • English fluency, other languages are a plus
  • Availability beyond standard office hours
  • Knowledge of cutting-edge office tech

What we offer you

  • A fun, motivated and international team
  • A startup atmosphere
  • A yearly team-building trip in Sardinia!
  • An opportunity to take part in fairs and conferences 
  • Strong focus on the personal and professional development of all employees
  • Access to the latest technologies
  • Competitive annual salary

Who are we?

We are a diverse group of young people from all over the world, that came together in Vienna to work on an exciting aviation project; FL3XX. We are always eager to meet new additions to the team. Do you think that can be you? Then we are eagerly awaiting your application!

We believe in freedom and responsiblity; You can see it in everything. We work when we want to, where we want to and how we want. At the same time we feel responsible. We believe our success depends on ourselves, our capacity to ask the good questions, find the answers, and work hard to get the job done.

FL3XX 2018 - Offsiting in Sardinia

Our vision

Our philosphy

We believe in a platform that is open and connected to all your services.

Are you ready to improve your business performance?

Discover why top aviation companies are choosing FL3XX as their trusted software.

Welcome to

The complete aviation management software system for charter sales, dispatch, crew, maintenance and reports.

Contact

[email protected]
+43 (720) 230 390

FL3XX Headquarters
Kolingasse 11
1090, Vienna
Austria

Let's get in touch