Customer Support Representative - North America

FL3XX is a comprehensive software-as-a-service (SaaS) for the business aviation industry.  From quoting trips to scheduling flights, managing crew qualifications and submitting customs and migrations - FL3XX is an A to Z solution for a wide cross section of operators.  In the United States, we primarily serve Part 135 charter operators, Part 91 management operators and corporate flight departments, although we are quickly expanding to serve other operator types.  We also serve operators across the world - as a U.S.- based team member, you will be working with operators across North America.

We are in need of a person to join our customer Support team which includes processing support tickets and task/project management.  This is a great opportunity for an aviation professional interested in moving into the tech industry - or for someone experienced with Software or SaaS support.

NOTE: THIS IS A 1099 POSITION

What you'll do: Month 0 to Month 3

• Learn about FL3XX as a software: how it functions, its features, and how to troubleshoot user issues;
  
• Learn about FL3XX as a company: its culture, its processes, how work gets done, and who is responsible for what;
  
• Process Support tickets: this is every Customer Success person’s first exposure to serving customers at FL3XX and a great way to learn the ropes:
  • Support rotation: We offer 24/7 Support between US-based teams and EU-based teams. We have a weekend rotation (a person covers 1 weekend every 8 weeks), a holiday rotation, and cover the occasional late night or early morning as needed.
    
• Learn how to document and reproduce user issues and funnel them into our development process.
  

Month 4 to Month 8:

• Continue growing as a support agent, including occasional live video calls where you can document urgent issues;
  
• Begin taking sole ownership of accounts - building a relationship with them, ensuring their problems are resolved.
  

Month 9 Onward:

• Continue to assist the Support desk with a higher autonomy;
  
• Begin to work towards a project of personal interest (implementing AI-powered workflows & chatbots, creating compiled recommendation reports for the Product team based on user experience – the opportunities are limitless!).
  

What we are looking for:

• Experience in business aviation (sales, flight coordination, passenger services, crew) or passion for aviation and the confidence to learn - (nice to have);
  
• A track record of comfortability around new technologies and the ability to quickly learn new software - start-up experience is a plus;
  
• Experience in software support desks or SaaS support;
  
• Ability to approach customer issues in a structured and calculated manner;
  
• Strong written and verbal communication skills;
  
• Self-confident, unafraid of making mistakes, approaches new challenges with strength and flexibility;
  
• Excellent multitasking and project management skills;
  
• Well-organized with the ability to prioritize.