Deployment of Ops & Crew planning Digital Solutions
The Product Support Representative is fully responsible for all technical activities required to successfully deploy N-OC Skywise Digital Solutions. This may include Customer stakeholders management and steering activities required on the customer side.

These tasks usually fall on the following main families:

• Data & Workflow scoping phase, prerequisites, data mapping preparation, sourcing and consolidation

• Consolidation of the configuration

• Delivery of Customer Training

• Preparation and support to the User Acceptance Tests, including analysis and resolution of technical queries

• Support the transition to In-Service phase, with knowledge transfer to the Support team

• Follow-up on any additional needs raised by the customer

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In Service support of N-OC Skywise Digital Solutions

• Contribute to complex Customer request solving, supporting L1/L2 or L3 teams.

• Manage Customer backlog and perform regular follow-up meetings on outstanding tickets.

• When the need for a stronger engagement is identified and validated by the Customer Experience Region Leadership Team, perform an in depth review of Customer situation (Health check), propose a specific engagement plan and execute it with the customer.

• Support on-call rotations to ensure customers continue to receive support.

• Contribute to tasks beneficial to customers in all regions (local for global) as directed by the local management.

• Act as a bridge between airline customers and internal teams.

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Customer Feedback loop

• Contribute to consolidation of the Customer Voice for the region. Under the guidance of the Product Support Lead and Customer Success Managers.

• Prioritize all the customers queries, requests and pain points related to N-OC in the region and provide them to the Product Support Manager.

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Knowledge Management & Training

• Identify the need for and organize Training sessions for internal colleagues as well as partners (e.g subcontractors)

• Ensure knowledge enabling more efficient support and providing software release information is recorded and communicated (e.g. Knowledge Articles, Learning Kits, How-Tos, Release Notes)

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Continuous Improvement and Other activities

• Identify opportunities for process enhancements and implement best practices to increase operational efficiency.

• Support other CX (Customer Experience) functions, such as marketing for detailed product demos, central support for knowledge base maintenance and training content development.

• Other duties reasonably determined from time to time by the Company.

• Deployment of software solutions as per schedule and on cost.

• Health Checks provided to customers as per schedule and on cost.

• Technical support to tickets at L2+, answered on quality, on time and to Customers’ Satisfaction.

• Roadmap for resolution of long-standing open Tickets.

• Consolidated list of Hot Topics for N-OC in the region.

• Training delivered to internal colleagues and partners.

• Knowledge articles, How-Tos, Release Notes, Learning Kits, etc.

• Support experience (Customer interface internal or external).

• Communication Skills: Excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (e.g. pilots, dispatchers, maintenance crew, Airline Engineering, Airline IT department, Airline Flight Ops Engineering, etc).

• Training & Documentation: Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles.

• Problem-Solving: Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions.

• Organization & Management: Multitasking, Attention to Detail, Time Management & Prioritization.

• Attitude: Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset to identify process bottlenecks and propose fixes.

• Communication Skills:

  • Required: English fluent written and spoken

  • Preferred: Any additional language is a plus

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