[Hiring] Customer Support Representative @FL3XX

Role Description

This is a remote position.

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
• Corporate flight departments

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!).

Qualifications

• 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.

Benefits

• 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.