Senior Customer Support Specialist Jobs

NAVBLUE Limited

Location:
Poland, Gdańsk

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

The candidate will provide technical customer support for the NAVBLUE N-Ops & Crew (N-OC) product with scope to extend this to additional products in line with business needs. The Customer Support Leader is the customers champion and represents their voice into the organization. They are responsible for providing a first class level of Support to Navblue customers and will have regular contact including resolving complex, technical queries through the NAVBLUE support system (telephone, chat, forums & tickets). When applicable and with advance notice, the Customer Support Leader will also at times provide training to customers on both the products and use of the support system. This training is typically provided through both webinars and on-site customer visits. The Technical Support Specialist role is transversal and will work across the business at all levels to ensure that customers queries are resolved to their satisfaction, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support and Software Development.

Job Responsibility:

Analyze and troubleshoot complex queries through all available tools to try to resolve queries without escalation to L3 teams, performing system changes where required and permitted through the defined operating procedures
Provide feedback to Production Teams and Product Management on support trends, issues and any item impacting customer satisfaction
Manage and be responsible for multiple complex and technical queries submitted by customers through the Navblue Support Portal
Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific Service Level Agreement’s (SLA)
Work closely with Product on new releases of the applications including training on the release, notifying new customers, and assisting customers with any issues
Train on the applications and use the desktop and mobile versions to troubleshoot any customer issues or queries
Monitor customer satisfaction and build loyalty from customers by providing excellent customer service
Ensure Quality, good housekeeping & Health & Safety is always maintained

Requirements:

At least 3-5 years experience within a Technical Customer Support role within the Aviation industry
Experience working with customer requests and issues in a strict time frame and adhering to SLA’s
Proven ability to multitask during high stress situations and prioritize work
Strong analytical and problem-solving skills
Able to think critically and take a proactive approach to identify problems, issues, and opportunities
Strong communication skills written/verbal communication, organizational and customer service skills
A team player
Adept at using and learning new software
Attention to detail & quality minded
Fluent in English
Strong computer skills: familiar with Google Workspace and associated programs

Nice to have:

Understanding Hotel, Air and Ground Transportation requirements for Crew
Understanding Crew duty and rest violations
Understanding the relationship between crew details and flight operations such as crew qualifications/ training records and other information
Understand the required daily reporting and tracking of crew and aircraft
Understanding Irregular Operations (IROP) contingency plans
Crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided

What we offer:

Stable employment based on a full-time job contract
International working environment in a dynamic company
Access to the latest knowledge and technologies enabling professional development
Training and development possibilities
Participating in international projects and international trips
Competitive salary dependent on experience and qualifications
Private medical coverage for you and your family
Sport card
Life insurance for you and your family
Co-funding for meals

Additional Information:

Job Posted:
December 10, 2025

Work Type:

Hybrid work

View All Jobs In This Company

Job Link Share:

Senior Customer Support Specialist