SKYWISE - Customer Support Specialist - EMEA Region - Crew Efficiency

Job Description:

Skywise is a leading digital services company, wholly owned by Airbus. We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations. By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations.

As Customer Support Specialist, you’ll be part of Customer Experience at Skywise, within the Deployment and Support team of EMEA Region. You’ll be responsible for the support and services of Flight Operations Solutions delivered to the customers.

The Flight Operations Solutions address Flight Ops, Ground Administration, and Flight Ops Monitoring applications.

You’ll provide technical Level 2 support for the Skywise N-Ops & Crew (N-OC) product with scope to extend this to additional products in line with business needs.

Responsibilities:

• Analyze and troubleshoot complex Level 2 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 Skywise 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.

• Organize and manage Customer events such as workshops, support seminars, training sessions

• Create synthetic reports on customers issues, concerns, needs and requests towards Skywise products and services

• Develop / Propose improvements on support procedures, operating modes and team organization

• Propose improvements on Skywise products and services

• Create the correct reporting of day-to-day activity

• Contribute to the right calculation of the KPI related to the support activity

• Write and maintain the products’ documentation

• Contribute to the knowledge and best practices of the group

Must Haves:

• N-OC or similar product knowledge

• At least 3-5 years of proven, hands-on experience in a technical/IT aviation role, working directly with Airline Crew Management or Scheduling Systems and processes.

• 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 communication skills written/verbal communication, organizational and customer service skills.

• Fluency in English written and spoken is a must.

Nice to Haves:

• 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

• Experience in providing product training

Software You’ll Use:

• N-OC

• Freshdesk

• Google Suite

What We Offer:

• Stable, full-time employment contract

• Flexible working hours with a hybrid model (3 days per week in our Gdansk office at Olivia Business Centre)

• Training and development opportunities to support your career growth (3000 PLN gross per year after the probationary period)

• Co-funding for meals and commuting

• Access to the latest knowledge and technologies enabling professional development

• Opportunity to work on international projects and collaborate with global teams, including occasional international travel

• Private medical coverage

• Sport card

• Mental health support platform

• Life insurance

• Access to Employee Share Scheme

• Employee referral program bonus (5000 PLN)

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.

Skywise is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

Skywise Gdansk is operating within the Airbus Helicopters Polska Structure.

At Airbus Helicopters Polska sp. z o.o. Gdańsk Plant, the "Internal procedure for reporting legal violations and taking follow-up actions at Airbus Helicopters Polska sp. z o.o. Gdańsk Plant" is in effect. This procedure was introduced in accordance with the Act of June 14, 2024, on the protection of whistleblowers (Journal of Laws of 2024, item 928). In the event of any detected violations, whistleblowers can submit reports to the following email address: talent@skywise.com.

GDPR

In accordance with Article 13(1) and (2) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter referred to as the "GDPR"), we hereby inform you that:

The Controller of your personal data is Airbus Helicopters Polska Sp. z o.o., with its registered office in Łódź, al. Marszałek Józefa Piłsudskiego 85, 92-332 Łódź, KRS 0000481954, NIP 5252569191.

You can contact the Controller by phone: +48 42 201 40 04, email: contact.office.ahp@airbus.com, or in writing using the contact details provided.

In matters concerning the processing of your personal data, please contact us by email: contact.rodo.ahp@airbus.com or in writing to the Controller's registered office address, with the note "Data Protection."

To ensure proper protection of your personal data, the Controller has appointed a Data Protection Officer, who can be contacted via email: contact.rodo.ahp@airbus.com.

Your personal data will be processed for the purpose of the recruitment process and, if you provide appropriate consent, for future recruitment processes. The legal basis for data processing is:

Conducting the recruitment process in accordance with the requirements imposed on the Controller under applicable law (Article 6, paragraph 1, letter c of the GDPR in conjunction with the provisions of national law – the Act of 26 June 1974 – the Labor Code),

Consent to the processing of personal data to a broader extent than required by law, in a situation where the Candidate discloses such data voluntarily and on their own initiative (Article 6, paragraph 1, letter a of the GDPR and Article 9, paragraph 2, letter a of the GDPR – if it concerns special category data),

Establishing, pursuing, and securing claims, as well as defending against claims related to the recruitment process (Article 6, paragraph 1, letter f of the GDPR – legitimate interest in proving the facts and pursuing or defending against claims),

The recipients of personal data may be:

Entities providing services related to the Controller's ongoing operations, e.g., in the field of IT – under relevant personal data processing agreements and ensuring that the aforementioned entities apply adequate technical and organizational measures to ensure data protection;

Entities to which the Controller is obligated to transfer data under applicable law to the extent necessary for these entities to perform their duties;

Entities with which the Controller cooperates in the provision of recruitment services;

Entities from the Airbus Group.

Personal data will be stored for the period necessary to conduct the recruitment process – a maximum of 3 months from its completion, and after this period, for the purposes and for the period and to the extent required by law or to secure any claims, until the statute of limitations expires. If you consent to the use of the application for future recruitment processes, your personal data will be stored for a maximum of 12 months or until you withdraw your consent to the processing of your personal data or submit an effective objection to data processing.

You have the right to:

Where processing is based on Article 6(1)(a) of the GDPR or Article 9(2)(a) of the GDPR, you have the right to: access to your data, rectification, being forgotten, restriction of processing, data portability.

Information regarding consent

You may withdraw your consent to the processing of your personal data at any time, and its withdrawal will not affect the lawfulness of the processing carried out prior to the withdrawal. You can withdraw your consent by contacting us at talent@skywise.com.

Where processing is based on Article 6(1)(c) of the GDPR, you have the right to: access your data, rectify your data, and restrict processing.

Where processing is based on Article 6(1)(f) of the GDPR, you have the right to: access your data, rectify your data, be forgotten, restrict processing, and object to processing.

You have the right to lodge a complaint with the President of the Personal Data Protection Office if you believe that the processing of your personal data violates personal data protection laws. Detailed information on the right to complain is available on the website: https://uodo.gov.pl/pl/p/dla-obywatela.

Providing your personal data is voluntary. However, failure to provide the information specified in Article 221 of the Labor Code will result in the Data Controller not processing your application documents.

Your personal data will not be transferred to a third country or international organization.

Your personal data will not be subject to automated decision-making, including profiling.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Helicopters Polska Sp. z o.o.

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services <JF-CS-PS>

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.