ForeFlight Product Support Specialist – Australasia (APAC) Region

Summary

We are seeking a dedicated Product Support Specialist to join our team. As part of the Product Support Team, you’ll be on the front lines, providing top-notch support for ForeFlight’s entire range of applications and services. You will play a crucial role in delivering an exceptional support experience to our global General Aviation (GA), Business Aviation (BA), and Military Aviation (MA) customers throughout the APAC region.

Responsibilities

• Provide customer-facing technical support, and maintain customer expectations and experiences to improve customer satisfaction.
• Serve as a subject matter expert and technical trainer for all ForeFlight products.
• Represent ForeFlight at tradeshows and in-person events as needed.
• Manage and complete requests of either a sensitive or complex nature.
• Collaborate with peers to promptly identify issues, bugs, or system errors, and provide feedback on the maintenance of and recommended improvements to applications and services.
• Craft and curate knowledge content by developing troubleshooting guides, improving workflow processes, and updating public and internal knowledge bases.
• Demonstrate outstanding analytical, troubleshooting, and problem-solving skills.
• Be available to work scheduled weekends and/or “on-call” periods.

Required Qualifications

• Must possess a private pilot certification.
• Must be eligible to work in the Australasia region.
• Must have knowledge of ForeFlight Mobile and ForeFlight Web.

Desired Qualifications

The ideal candidate would:

• Have international flight operations experience, such as complying with Australian Civil Aviation Safety Authority (CASA), and/or New Zealand CAA regulations.
• Have considerable knowledge of ForeFlight products, including ForeFlight Mobile and/or Dispatch.
• Be able to effectively communicate in English as well as another language.
  ● Have experience with Atlassian products, Zendesk, and Google Suite.
  ● Be comfortable working independently, including prioritizing multiple tasks, and completing self-paced learning activities.
• Possess the ability to write clear and concise summaries of issues and product improvement requests.
• Have experience developing and delivering presentations or webinars.