Role overview

Qualifications

Experience in business aviation (sales, flight coordination, passenger services, or crew) or a strong interest and willingness to learn
Experience in Software/SaaS support or a software support desk
Ability to quickly learn new technologies and software; comfort with startup environments is a plus
Strong written and verbal communication skills with excellent multitasking and prioritization

Responsibilities

Process support tickets, document and reproduce user issues, and funnel them into the development process
Support 24/7 coverage across US- and EU-based teams, including weekend and holiday rotations
Take sole ownership of assigned accounts, build relationships, and drive issue resolution and adoption of FL3XX offerings
Pursue personal-interest projects (e.g., AI-powered workflows or product-relevant reports) to improve the product and support capabilities

Key facts

Remote from: Anywhere
Full time
Customer Service / Support Representative
English

Hard skills

Customer Success Management Project Management Help Desk Support Chatbot Workflow Engine Customer Experience Improvement Online Communication Organizational Structure

Other skills

Non-Verbal Communication
Adaptability
Multitasking
Time Management
Self-Confidence
Prioritization
Problem Solving

About the company

FL3XX

FL3XX is the leading web and app-based aviation management platform that stands at the forefront of innovation in the aviation industry. Specializing in Part 135, Part 91, Trip Support, Medevac, and Cargo operations, FL3XX offers an intuitive software solution that empowers sales, operations, maintenance, and management teams to excel in their day-to-day functions. With a global network of operators across 6 continents already benefiting from its capabilities, FL3XX provides an unparalleled range of tools and features that optimize workflows and enhance operational efficiency. By seamlessly integrating with a market-leading number of services, FL3XX enables operators to save significant work hours each month, thereby boosting productivity and profitability. FL3XX operates out of its headquarters in Vienna, Austria, with a local presence in Europe, North America, and Asia.

Company details

Company size51 - 200

Links

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Job description

This is a remote position.

Job Description

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 employee, 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, and increasing adoption of FL3XX’s offerings

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!)

Requirements

What we are looking for:

Experience in business aviation (sales, flight coordination, passenger services, crew) or passion for aviation and the confidence to learn - BIG PLUS.
A track record of comfortability around new technologies and the ability to learn new software quickly - start-up experience is a plus
Experience in Software support desk, 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 prioritise

Benefits

What we offer you

The ability to work remotely from anywhere in the world, so long as the commitment to covering North American hours remains
The ability to grow quickly in the tech space - a great opportunity for someone looking to make a difference in our Support team
Opportunities to pursue projects of personal interest, realize your own ideas, and build a portfolio of project outcomes
A diverse international team living across the globe