About This Role
We are seeking an 2nd Level Advanced Support to join our team. This role is responsible for troubleshooting and resolving customer reported issues related to CAE application Flight Plan Manager to ensure the smooth operation of our products and services used by our Airline customer.
You will be dealing with highly complex functional and technical systems, in a demanding environment. You will need your analysis, troubleshooting and diagnostics skills in our customer centric fast paced environment, to optimize customer satisfaction.
The ideal candidate shall have airline or aviation background, excellent technical and problem- solving skills, and ability to communicate effectively.
Role and Responsibilities
- Work onsite at the destined customers.
- Understand, troubleshoot, and resolve customers technical concerns.
- Identify and implement technical solutions and configurations for existing customers.
- Support on larger implementation projects.
- Create and update solution documentation.
- Collaborating with internal teams to resolve customer issues.
- Connecting and collaborating with other teams to escalate your issues via email, ticketing system and internal meetings.
- Able to decide for when escalation is needed and trigger for management attention.
- Assist in diagnosing and resolving complex issues by correcting problems on customer environments or replicating and troubleshooting the issue in our labs.
- Connect and collaborate with other teams to escalate client issues via email, ticketing system and internal meetings.
- Gather client feedback and provide feedback to internal stakeholders.
Required Skills & Experience
- Able to work under pressure in an onsite setup.
- Ability to work flexible shifts and to adapt to changing work schedules.
- Proficient English written and verbal communication skills.
- 3-5 years Airlines Operation Center work- experience, and dispatcher is highly preferred.
- 5+ years of experience in customer interaction and technical support.
- Advanced computer software skills.
- Advanced SQL knowledge is required.
- Experience in MS Windows Server, MS SQL Server, Clustering.
- Experience in advanced customer interactions and technical support.
- Basic knowledge of ITIL processes. E.g. Change Management Process preferred.
- Quick learner with ability to conduct self- learning efficiently and learn through online training sessions, and materials, etc.
- University degree or above.
- Fluency in English.
CAE offers:
- an environment where your initiatives will be recognized and valued.
- the opportunity to travel internationally.
- the opportunity to work on a variety of projects on a multidisciplinary team.
- the opportunity to represent the organization at external conventions and conferences.
- the possibility to work from home occasionally.
- flexible schedules.
- attractive employee benefits.
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Position Type
Regular
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
Equal Opportunity Employer
CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.
If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at [email protected].
