ROLE DETAILS

We are seeking a dedicated Support Specialist to join our team as the ForeFlight Product Support Specialist. As part of the Product Support Team, you’ll be on the front lines, providing top-notch support for ForeFlight’s entire range of applications and services. You will play a crucial role in delivering an exceptional support experience to our global General Aviation (GA), Business Aviation (BA), and Military Aviation (MA) customers throughout the APAC region.

Date Role Created: July 2024

Position Title: ForeFlight Product Support Specialist - Australasia (APAC) Region

Location: Open to Australia-based candidates

Working Hours: Full time, Monday-Friday 0900-1700, with work from home flexibility and shared weekend email support rostering

KEY TASKS & RESPONSIBILITIES

Customer Support: Provide customer-facing technical support, and maintain customer expectations and experiences to improve customer satisfaction. Manage and complete requests of either a sensitive or complex nature.

Technical Knowledge: Serve as a subject matter expert and technical trainer for all ForeFlight products.

Company Representive: Represent ForeFlight at tradeshows and in-person events as needed.

Teamwork: Collaborate with peers to promptly identify issues, bugs, or system errors, and provide feedback on the maintenance of and recommended improvements to applications and services.

Documentation: Craft and curate knowledge content by developing troubleshooting guides, improving workflow processes, and updating public and internal knowledge bases.

Problem-Solving: Demonstrate outstanding analytical, troubleshooting, and problem-solving skills.

Weekend Work: Be available to work scheduled weekends and/or “on-call” periods.

CORE COMPETENCIES

Essential: *

Pilot License: * Must hold a Private Pilot License (PPL).

Working Rights: * Must be eligible to work in the Australasian region.

ForeFlight Knowledge: * Must have considerable knowledge of ForeFlight products, including ForeFlight Mobile and/or Dispatch.

Desirable:

Flight Experience: Have international flight operations experience, such as complying with Australian Civil Aviation Safety Authority (CASA), and/or New Zealand CAA regulations.

Multi-Lingual: Be able to effectively communicate in English as well as another language, eg: Mandarin.

Software Knowledge: Have experience with Atlassian products, Zendesk, and Google Suite.

Independent: Be comfortable working independently, including prioritising multiple tasks, and completing self-paced learning activities.

Customer Servie: Exceptional written and verbal communication skills for customer support responses.

Troubleshooting: Possess the ability to write clear and concise summaries of issues and product improvement requests. Ability to analyse and evaluate technical issues with a view to problem solving and/or bug reporting.

Presentation Skills: Have experience developing and delivering presentations or webinars, with strong public speaking skills for event app demonstrations.

CONTACT DETAILS

Contact: Bronwyn Forde - OzRunways General Manager Operations

Email: support@ozrunways.com

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