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Customer Support Specialist (Technical)

Job ID 810 Date posted 11/17/2017
Location Crawley United Kingdom United Kingdom and 1 additional location
Job Description

AerData provides integrated software solutions for lease management, engine fleet planning, records scanning as well as technical and back office services for aircraft and engine operators, lessors and MROs. With a strong customer focus AerData delivers a reliable and secure service to its clients using latest technologies and state of the art IT infrastructure. The company is a wholly owned subsidiary of The Boeing Company.

AerData has an experienced team of 200 professionals across three offices in The Netherlands, UK and Ireland. Within AerData, software developers and aviation experts work together seamlessly in order to deliver exceptional software, product support and reliable back office services to the aviation industry.

 

Currently we are looking for: Customer Support Specialist (Technical)

 

Localization: Crawley (UK) or Gdańsk (Poland)

 

 

Role overview:

 

With a primary focus to create flexible templates utilising ABBYY Flexicapture software suite with a high degree of accuracy and high level of recognition of incoming customer documents, the Customer Service Support Expert will be part of the broader Product Support Team. Reporting directly into the Supervisor, Support and Services, they will be expected to take on a more technical side to the role carrying out testing, templating and incorporating an element of project management to meet customer needs.

 

Responsibility:

  • Create Zonal templates and update as necessary throughout the customer life cycle whilst creating innovative and continuously improving processes and procedures. Support Product Support team with new and existing customer requirements. Become a final approver of sample documents to ensure highest levels of recognition accuracy. Assist the business with suggestions and feedback to improve document recognition where needed. Enhance recognition by improving templating and efficiencies.
  • Project manage regression/SOAK testing of new templates and other areas required post release. Logical thinking and attention to detail is essential in these tasks. Must be able to provide clear and practical solutions to situations encountered during testing. Proven time management, communication, and organization skills are required.
  • Create and provide critical internal/external reporting metrics to support customer/business needs. Collaborate with internal departments and customers directly to ensure we are meeting customer needs. Requires creative, innovative thinking and good customer facing skills.

Knowledge and Skills:

  • Applies extensive job practices, techniques, standards, principles, theories, and concepts. Has full knowledge of other related disciplines. Requires extensive knowledge within the IT sector. Recognized as a job expert within the department/organization.
  • Provides technical solutions to complex problems that require ingenuity and creativity
  • Exercises considerable latitude in determining technical objectives of assignment. Completed work is reviewed for desired results from a relatively long-term perspective. May have responsibility for leading the work of a team.
  • Guides the successful completion of aspects of major programs and may function in a project leadership role. Erroneous decisions or recommendations may result in failure to achieve major organizational objectives.
  • Represents the organization as the prime technical contact on contracts and projects. Interacts with senior external personnel on significant technical matters often requiring coordination between organizations and an element of project management.
  • Technical degree in a related field of study is idea and typically 2 or more years' related work experience or an equivalent combination of education and experience. Experience in Regular Expressions (RegEx) is most favorable.

 

We offer:

  • The opportunity to work with the biggest players in the aviation world
  • Direct influence on the future of aviation
  • Working in international teams

Division
Jeppeson

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