Application Support Specialist (Temp-to-hire)

Pilotbase•Overland Park, KS

3d•$50,000 - $60,000

About The Position

At Pilotbase, we're transforming the flight training industry by empowering flight schools, pilots, and aviation professionals with technology and integrations that streamline operations, drive revenue, and accelerate pilot careers. We’re building connected experiences that serve pilots from their first flight through their entire career journey. Pilotbase is seeking a customer-focused professional who will help us continue providing our clients with the quality of work they know and love. In this position, you will be responsible for reducing customer effort through support during phone and email conversations, with a focus on resolving technical issues they may be facing. This is a temp-to-hire position with an initial six-month contract.

Requirements

At least one year of customer service or customer-facing experience in a SaaS environment
Strong experience with supporting iOS, iPadOS, and MacOS applications

Responsibilities

Respond to requests for assistance via phone, chat, or support ticket queue
Become an expert on Pilotbase and it's solutions
Solve problems and provide creative solutions to users investigate/document bugs, and help prioritize our efforts
Log all customer interactions in our ticketing system
Escalate issues when needed
Respond to assigned tickets/tasks in accordance with SLA guidelines
Apply diagnostic utilities and best practice methodology to aid in basic troubleshooting
Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments
Communicate features and benefits of new releases to improve customer efficiency and utilization
Contribute to documentation, training materials, help articles
Provide input for overall support process improvements