270 jobs - 0 added today
683004 registered Jobseekers
American English    Deutsch de_DE   English en_GB    Recruiting? Call us on
Location:
Salary:
£30000 - £35000 per annum
Job type:
Permanent
Sector:
Business & Administration
Experience:
Any or N/A
Contact:
Hannah Courtney
Category:
My client is a global leader in the provision of voice and high-speed data communication via satellite.
They provide inflight communications (IFC) and inflight entertainment (IFE) services to airline clients.

A very well-established organisation in their field, they are now seeking an Inflight Connectivity Helpdesk Support to join them.
This is a permanent role and although it will start as a ‘work from home’ role, in time, the successful candidate may be required to be based in the central London head office.

The Inflight Connectivity Helpdesk Support is a customer facing (telephone and email) role for technical matters. The aim of the position is to ensure that customers’ technical enquiries are promptly and accurately answered. You will act as a Technical Account Manager.

When the IFE or IFC enquiry comes from a commercial airline customer, you will be responsible for the first level of investigation and fixing first time if possible, and to escalate to the Operations Team when appropriate. You will follow up with internal teams and will provide regular updates to the customer. You will also report the Service performance to the customer.
The aim of this role, and of the team, is not to wait for enquiries and reply. The organisation want to be proactive, to detect issues, to inform the customer before they identify the impact by themselves. This requires a significant level of data analysis and investigation on a daily basis.
Becoming more and more expert, you will also have to write requirements, related to the aircraft fleet you handle, in order to request basic tasks to be performed by the organisation’s call centre.
When the inquiry comes from a Reseller, you will be responsible for coordinating the investigation sent to the Operations Team to ensure that the customer receives a prompt answer and/or regular updates. You will also report the status of the inquiries to the customer on regular basis.


Main responsibilities:

Acting as a point of contact for Airlines, you will:
  • Manage their technical enquiries, providing prompt responses and regular updates.
  • Perform a first level of troubleshooting and investigation, coordinate with internal stakeholders when appropriate (Operations Team, Field Service Representatives, Design team, Performance team) and track resolution.
  • Understand technical issues in order to identify them during your investigations and explain them simply and clearly to the customers.
  • Timely deliver reporting and analysis based on your coordination with Operations and Field Service Representatives.
  • Coordinate reviews with the customers and/or with suppliers.
  • Monitor the performance of the fleet assigned to you.
  • Identify and propose improvement opportunities.
  • Communicate planned and unplanned network event to customers, and when relevant deliver the dedicated Post Incident Report to your customers
  • Follow up on internal action plans to improve Service performance and emphasize their benefits to the customer.
  • Support the transition from Program Management when new fleets or new platforms enter in commercial service.
  • Track Change Requests from your customers, reporting them internally in order to get a 360° impact assessment and costing.

Ideal candidate profile:
  • Industry experience preferably within aviation
  • Previous experience with Operations, managing technical enquiries.
  • Previous experience liaising with Value Added Resellers, Distribution Partners and OEMs.
  • Clear and concise communication skills; ability to articulate technical material to both technical and non-technical audiences.
  • Excellent inter-personal and communication skills with the ability to build relationships at all levels.
  • Ability to work under pressure against tight timelines.
  • Quick thinking and delivery focused with a meticulous attention to detail.
  • Accustomed to working in cross-functional teams.
  • Excellent organizational skills with the ability to multi-task.
  • Available and willing to travel worldwide.
  • Understanding of telecoms / internet industry
  • Experience of working in aviation

Additional Information:
· Great company to work for – 70 locations worldwide, multicultural environment with over 50 nationalities represented across the company.
· Onsite facilities – gym, restaurant
· Healthcare and dental scheme
· Life insurance
· Salary £30,000 - £35,000 DOE

If you are interested in applying for this position and you meet the requirements, please apply immediately.

Due to the number of applications we receive, it’s not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.
“Follow @LineUpAviation on Twitter for all of our latest vacancies, news and pictures from our busy UK Head Office. Interact with us using the #LineUpAviation tag at any time! Thank you for your follow!”

 

 
My client is a global leader in the provision of voice and high-speed data communication via satellite.
They provide inflight communications (IFC) and inflight entertainment (IFE) services to airline clients.

A very well-established organisation in their field, they are now seeking an Inflight Connectivity Helpdesk Support to join them.
This is a permanent role and although it will start as a ‘work from home’ role, in time, the successful candidate may be required to be based in the central London head office.

The Inflight Connectivity Helpdesk Support is a customer facing (telephone and email) role for technical matters. The aim of the position is to ensure that customers’ technical enquiries are promptly and accurately answered. You will act as a Technical Account Manager.

When the IFE or IFC enquiry comes from a commercial airline customer, you will be responsible for the first level of investigation and fixing first time if possible, and to escalate to the Operations Team when appropriate. You will follow up with internal teams and will provide regular updates to the customer. You will also report the Service performance to the customer.
The aim of this role, and of the team, is not to wait for enquiries and reply. The organisation want to be proactive, to detect issues, to inform the customer before they identify the impact by themselves. This requires a significant level of data analysis and investigation on a daily basis.
Becoming more and more expert, you will also have to write requirements, related to the aircraft fleet you handle, in order to request basic tasks to be performed by the organisation’s call centre.
When the inquiry comes from a Reseller, you will be responsible for coordinating the investigation sent to the Operations Team to ensure that the customer receives a prompt answer and/or regular updates. You will also report the status of the inquiries to the customer on regular basis.


Main responsibilities:

Acting as a point of contact for Airlines, you will:
  • Manage their technical enquiries, providing prompt responses and regular updates.
  • Perform a first level of troubleshooting and investigation, coordinate with internal stakeholders when appropriate (Operations Team, Field Service Representatives, Design team, Performance team) and track resolution.
  • Understand technical issues in order to identify them during your investigations and explain them simply and clearly to the customers.
  • Timely deliver reporting and analysis based on your coordination with Operations and Field Service Representatives.
  • Coordinate reviews with the customers and/or with suppliers.
  • Monitor the performance of the fleet assigned to you.
  • Identify and propose improvement opportunities.
  • Communicate planned and unplanned network event to customers, and when relevant deliver the dedicated Post Incident Report to your customers
  • Follow up on internal action plans to improve Service performance and emphasize their benefits to the customer.
  • Support the transition from Program Management when new fleets or new platforms enter in commercial service.
  • Track Change Requests from your customers, reporting them internally in order to get a 360° impact assessment and costing.

Ideal candidate profile:
  • Industry experience preferably within aviation
  • Previous experience with Operations, managing technical enquiries.
  • Previous experience liaising with Value Added Resellers, Distribution Partners and OEMs.
  • Clear and concise communication skills; ability to articulate technical material to both technical and non-technical audiences.
  • Excellent inter-personal and communication skills with the ability to build relationships at all levels.
  • Ability to work under pressure against tight timelines.
  • Quick thinking and delivery focused with a meticulous attention to detail.
  • Accustomed to working in cross-functional teams.
  • Excellent organizational skills with the ability to multi-task.
  • Available and willing to travel worldwide.
  • Understanding of telecoms / internet industry
  • Experience of working in aviation

Additional Information:
· Great company to work for – 70 locations worldwide, multicultural environment with over 50 nationalities represented across the company.
· Onsite facilities – gym, restaurant
· Healthcare and dental scheme
· Life insurance
· Salary £30,000 - £35,000 DOE

If you are interested in applying for this position and you meet the requirements, please apply immediately.

Due to the number of applications we receive, it’s not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.
“Follow @LineUpAviation on Twitter for all of our latest vacancies, news and pictures from our busy UK Head Office. Interact with us using the #LineUpAviation tag at any time! Thank you for your follow!”

 

 
Select how you want to share: