Senior Product Specialist
hace 3 semanas
**Role and Responsibilities**
CAE is a high technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Our flight services business delivers software solutions to more than 150 airline customers.
**Here are few reasons why folks love working at CAE**
- Meaningful work that drives professional development
- Ability to enter and grow within the technology industry
- Work in a collaborative environment
- Be part of a high-performance team
**Your Role & Main Responsibilities**
**Responsibilities**:
- Provides 1st level customer service and technical support via different channels.
- Communicates effectively in written and spoken English with co-workers and customers around the world.
- Works collaboratively in a team environment with advanced support teams, account managers, implementation and development resources to meet customer expectations.
- Ensures that customer needs are satisfied. Must have the ability to evaluate the impact of the issue to the customer and escalate issues. Acts as a lead interface with the customer, internal as well as external, regarding support on our products.
- Demonstrates a strong sense of urgency for sensitive issues.
- Develops understanding of the user interfaces to investigate customer queries and issues.
- Based on assignment, conducts logical analysis of complex customer issues.
- Committed for delivering the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
- May hold scheduled calls with customers to review case status.
- Demonstrates very strong time management and priority setting skills that are required to be able to manage daily responsibilities and own technical development and growth.
- Organizes and delivers training for e.g., new hires and accountable for training results.
- Able to work with minimum supervision.
- Other potential engagements in other work areas within the company.
**Requirements**:
- Bachelor's degree or equivalent technical experience strongly desired.
- Airline Industry background is strongly desired.
- XML/ SQL/ API/ Server/ Network skills desired.
- Professional fluency in written and spoken English
- Previous Customer Support/ Technical Helpdesk experience (3~5 years) is a must.
- Excellent telephone manners and customer service skills
- Excellent analytical and troubleshooting skills.
- Demonstrates good time management and priority setting skills.
- Demonstrates effective teamwork skills.
- Demonstrates ability to work under pressure and handling complexity and/ or ambiguity.
- Experience using Salesforce and/or other CRM tools.
- Must be organized, able to multi-task and work in all areas as needed.
- Proficient English written and oral communication skills.
- Works in a shift work model to ensure 24
- 7 customer support operations together with all members of team.
**Position Type**
Regular
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
**Equal Employment Opportunity**
At CAE, everyone is welcome to contribute to our success. With no exception.
As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.
At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.
The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.
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