Sr. Analyst Product Support
Wood Dale, IL

Job Description

SUMMARY:

* The Senior Product Support Analyst will manage, coordinate, and help deliver the overall Customer Experience for AARs brand new Airvolution SaaS Application, with a focus on Product and Technical Support and Training.
* They will be experienced in developing and implementing Product Support/Customer Success strategy for new-to-market SaaS applications, including both written and verbal communication and direct customer interaction/relationship management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Implement and manage all customer support materials, support ticket system and resolution, and work with Product and company leadership to mature the Product experience, maximize customer satisfaction
* Manage bi-directional feedback to and from the application user community- assess issue/question/suggestion types and identify opportunities for Automation or novel self-service documentation
* Understand client business objectives, overcome technical constraints, and develop actionable strategies to maximize value creation for both the customer and the company.
* Work with Sales and Onboarding teams to ensure a successful transition from prospect to customer, and from customer to happy repeat customer
* Achieve goal or better closure and clearance rates for first level support requests, manage escalation to 2nd and 3rd level support resources, as needed
* Identify and document trends in user feedback, support activity, and other data sources to help inform Product Strategy and Feature Planning
* Achieve a balance of coordinating, managing, and hands on authoring of a portfolio of support tools and resources
* Drawing input from the Product and Technical teams, outline and draft self-service support resources, tutorials, and other customer-facing communications
* Develop and manage a scalable support strategy (including structure and staffing) as the customer base expands and business needs dictate.

CORE COMPETENCIES:

* Commitment to company values and ethics
* Dependability: personally responsible, completes work in a timely manner, and performs tasks accurately
* Motivation: must maintain a positive attitude and strong work energy
* Organization: very detail oriented and always comes prepared
* Communication: excellent interpersonal and oral and written communication skills
* Initiative: plans work and carries out tasks without detailed instructions, prepares for problems or opportunities in advance, undertakes additional responsibilities
* Analytical skills: must be able to gather information and use data to determine cause and effect for complex problem solving
* Balance between logic and creativity - maintaining a focus on excellence in execution while thinking proactively about solution design and underlying issues
* Ability to flex between written, oral, formal, and informal communication styles
* Comfort interacting with all levels of both the AAR organization and Customer organization
* Proven ability to maintain balance among competing priorities and effectively deploy personal and company resources to optimal effect
* Initiative: active posture of volunteerism and involvement in projects and initiatives both core and adjacent to the immediate role/needs.

Education and Experience:

* Bachelors Degree Required - Technical, Business, Psychology, or Communications Preferred
* Interest in the aviation and aerospace industries and interrelated business sectors (experience supporting Aviation software customers ideal)
* 3-5 years of experience in Product Support, Technical Support, with 1 year of team lead or junior manager experience preferred.
* Ability to empathize with and flex communication styles to match a variety of customers and situations
* Hands on experience creating, maintaining, and publishing end-user support material (Knowledge Base, FAQ, etc.)
* Willingness to balance both doing and managing as the needs of the job, team, and season require
* A consensus builder and is capable of utilizing his/her strong interpersonal, verbal, presentation and writing skills to successfully interact with partners and colleagues.
* Demonstrated ability to influence people and get results through others

PHYSICAL DEMANDS WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility. The environmental characteristic for this position is an office setting. Candidates should be able to adapt to a traditional business environment.