Technical/Customer Support Specialist

SUMMARY: As a growing provider of online aviation training, CTS is looking for a skilled individual with experience in customer service and support to join our team as a Technical & Customer Support Specialist. We are looking for an individual who can listen to technical support and other customer service issues and then offer solutions to those problems. To maximize your potential in this role, you should be a problem solver who looks inside and outside the box for solutions, has the customer’s best interest in mind, and can offer quick and accurate customer assistance. Windows, Apple and iOS, and internet browser experience significantly benefit this role and helps lessen the learning curve of this role. Additionally, you should be able to understand where a customer is coming from and sympathize. You should also be open and willing to involve others in addressing a client’s question if you do not have the answer available at your disposal., * Maintaining a positive and professional attitude toward our customers at all times

• Ensuring the client has a positive interaction to better build rapport
• Follow established processes and procedures as applicable
• Be open to change as we evolve and strive to improve guidelines and policies
• Document customer interactions with enough detail that other agents and staff can reference the interaction and understand the situation
• Maintain knowledge of our product and how it relates to customer interactions, and involve other teams as needed to satisfy customer inquiries
• Provide client support and technical issue resolution via E-Mail, phone, and other channels
• Train clients in the use of the aviation training system and help determine the best implementation of service based on the client’s use-case scenario
• Occasional testing of the training system as required; reporting results to appropriate teams/management
• Perform Microsoft SQL queries on the training database as needed and edit data entries to assist clients and internal departments
• Perform Microsoft SQL queries to retrieve information and assist management in the evaluation of the client usage of the system
• Perform other duties assigned by management

• Excellent written and verbal communication skills
• Exhibit punctuality and effective time management
• Microsoft Excel/Google Sheets knowledge
• Familiarity with browser functions and Operating System fundamentals are essential to this position
• Excellent understanding of the technical fundamentals of the Internet; should have a solid knowledge of browser-based operations and procedures, as well as the ability to diagnose connectivity issues and use diagnostic utilities
• Knowledge and use of Microsoft SQL relational databases and the ability to perform SQL server queries