FlightAware – Support Specialist (Remote)

Date Posted:

2024-08-07

Country:

United States of America

Location:

HTX99: Field Office – TX Remote Location, Remote City, TX, 73301 USA

Position Role Type:

Remote

Do you excel in custom support and are motivated to work for an organization that provides businesses actionable, aviation data and allows family & friends to track their loved ones when traveling?

FlightAware, part of the Connected Aviation Solutions (CAS) unit of Collins Aerospace, has built the world’s leading aviation software platform, processing over 180+ million incoming messages an hour from over 30,000 individual data feeds—2 terabytes a day and growing! We provide the best, most complete, and most accurate real-time flight-tracking service and are proud to have built a wide variety of successful products on this foundation that have become central to the aviation industry at large.

FlightAware is looking for a Support Specialist, as a key member of the support team, you will act as the main point of contact in all matters relating to customers’ technical and day-to-day support needs. In this role, you will develop a thorough understanding of our products and service offerings and a good insight into the data that powers FlightAware solutions. You will be expected to build and strengthen customer relationships to achieve long-term partnerships. The ideal candidate will have a passion for problem-solving and a drive for providing exceptional customer service.

You will also be a member of a dynamic and high functioning team where your opinion matters and your work will have a highly visible impact. We also make time to have fun, share our passions, and be ourselves. Regardless of role, we expect excellent interpersonal and communication skills across all hires at FlightAware. We look for candidates who will thrive here, meaning they demonstrate clear communication, embrace open feedback, trust their colleagues, and are driven to execute, deliver, and complete projects independently and efficiently.

What You Will Do:

• Provide prompt and accurate responses to customer inquiries through phone, email, and Zoom
• Diagnose and resolve technical issues related to datafeed API connectivity and functionality.
• Assist the wider Support team in troubleshooting advanced technical issues.
• Build and strengthen relationships with some of our largest customers
• Participate in regular team meetings to discuss ongoing issues and developments.
• Coordinate with sales and account management teams to ensure seamless customer onboarding and support.
• Work closely with the various Sales, Support, and Engineering teams to identify and bring focus to any customer issues.
• This position has the following shifts: Sunday-Thursday OR Tuesday-Saturday; hours are typically 9:00 – 5:00 PM (central time).

What You Will Learn:

• You’ll be at the forefront of ensuring customer satisfaction, addressing their needs promptly and effectively. Your contributions directly impact the company’s industry reputation and bottom line.
• As you navigate through customer interactions, you’ll gain invaluable insights into market trends, customer behavior, and product dynamics. This positions you for potential growth opportunities within other areas of the company.
• The commercial landscape is ever-evolving, presenting new challenges and opportunities. In this role, you’ll continuously learn about new products, industry trends, and customer preferences, keeping your skills sharp and your mind engaged.

Qualifications You Must Have:

• Typically Requires AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience.
• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position.
• Background in a customer-facing position with experience and/or knowledge of general aviation and/or the commercial aviation industry.

Qualifications We Prefer:

• Experience with SaaS productivity tools such as Confluence, Jira, Zendesk, and Office365.
• Professional communication skills, both written and verbal, with a focus on customer service.
• Have a registered FlightAware account and be familiar with FlightAware site history, features, and products.
• Understanding of API technologies (REST, SOAP, JSON, XML).
• You are a private pilot, you are looking to pursue your private pilot license, or have a passion for aviation.

What We Offer: 

Some of our competitive benefits package includes: 

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• And more!

Learn More & Apply Now! 

Diversity drives innovation; inclusion drives success.

We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

#reempowerprogram 

This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX. 

Minimum Program Qualifications: 

• Be on a career break of one or more year at time of application
• Have prior experience in functional area of interest
• Have interest in returning in either a full-time or part-time position

Connected Aviation Solutions:

Our Connected Aviation Solutions team provides advanced information management systems, products and services that enable the connected ecosystem by bringing together Collins’ unique breadth of aviation products with our smart digital solutions to help us enhance every aspect of the end-to-end travel experience. We help airlines, airports and business aircraft turn data into value to streamline operations, increase efficiency and reduce cost, enhance the passenger experience and contribute to sustainable flight. By combining the best networks, connectivity and data/analytics solutions, we’re solving big problems for our customers and the world, while enhancing the security and connectivity of systems both on and off the aircraft, to help operators and passengers stay more connected and informed and create a more sustainable, efficient, reliable and enjoyable travel experience. Aviation connects the world. Our Connected Aviation Solutions team connects aviation. Sustainably. Seamlessly. Securely.

• Please ensure the role type (defined below) is appropriate for your needs before applying to this role.

Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed. 

• Position is remote; however, if you live within a reasonable commute of a Collins site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other — propel us all higher, again and again.

Apply now and be part of the team that’s redefining aerospace, every day.

The salary range for this role is 37,000 USD – 83,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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