Customer Support Specialist

at  Navigraph

The interest for flight simulation is soaring and so are we! Navigraph is currently looking for a Customer Support Specalist for the office in Gamla Stan, Stockholm. At Navigraph we pride ourselves in the close relationship with our users. We interact with flight simulation pilots worldwide to collect feedback for product development, help with getting started, and ensure new pilots feel welcome in our community. This is your chance to be a part of a great team representing a brand users have known and loved for over 20 years.

REQUIRED QUALIFICATIONS

• Fluent in English

• Strong written communication skills

DESIRED QUALIFICATIONS

• Previous work experience within customer support, hospitality, or sales.

• Experience with ZenDesk or similar issue tracking system

As Customer Support Specialist you will join the Navigraph Support Team in providing first-line support to users via email, social media, and support forum. Typical inquiries relate to subscription and user account management, reimbursements, pre-purchase questions, and product feedback. In a typical month, the team handles 1,300 forum posts, 500 emails, and a varying amount of social media posts; however, we are expecting these numbers to grow. As a part of the team you will also create and maintain answers to frequently asked questions, and policy documents, to continuously evaluate the service level.
The Navigraph Support Team is divided into front-line and back-office support and comprises 13 individuals with varying expertise. The team members are typically also active within other company areas, such as community management, development, and user experience. The work hours are typically Swedish office hours.
The team is evaluated on the number of tickets handled, initial response time, total resolution time, and customer satisfaction.
To be successful in this role, you need to be fluent in English, a great communicator, have great people skills, be pragmatic and solution-oriented, be willing to learn, and have high standards in terms of customer service and user experience.