About This Role
Provide 1st level customer service and technical support via multiple channels.
Communicates effectively in written and spoken English with co-workers and customers world- wide.
Collaborate with advanced support teams, account managers, implementation, and development resources to meet customer expectations.
Ensure customer needs are met by evaluating issue impact and escalating when necessary.
Act as the lead interface with customers (internal and external) regarding product support.
Demonstrate a strong sense of urgency for sensitive issues.
Develop understanding of the user interfaces to investigate customer queries and issues.
Research and validate application, back-end or technical issues to aid customers in understanding product functionality and outputs.
Commit to delivering the highest level of customer service and satisfaction while demonstrating teamwork, interpersonal skills, and professionalism.
Hold scheduled calls with customers to review case status as needed.
Manage time effectively and prioritize tasks to balance daily responsibilities and technical development.
Engage in other potential work areas within the company as assigned.
Work Schedule
This position is a night-shift role within a 24/7 team environment, with rosters scheduled in advance.
Our Ideal Candidate Has:
Bachelor's degree or equivalent technical experience (required).
Airline Industry background (required).
XML/ SQL/ API/ Server/ Network skills (highly desired).
Experience with Salesforce or other CRM tools.
Professional fluency in written and spoken English.
Excellent telephone manners and customer service skills.
Excellent analytical mindset, strong troubleshooting skills and sense of urgency
Good organizational abilities and readiness to support multiple
Ability to perform efficiently under pressure and manage multiple tasks simultaneously
Strong teamwork skills and proactive attitude
Effective time management and priority setting skills
Proficiency in managing complex and ambiguous matters
#LI-DP1
Position Type
RegularCAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
Equal Opportunity EmployerCAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, nationality, colour, religion, sex, gender indentity and expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by local laws.
If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected]
Top Skills
What We Do
CAE is a high technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Backed by a record of 75 years of industry firsts, we continue to reimagine the customer experience and revolutionize training and operational support solutions in civil aviation, defense and security, and healthcare. We are the partner of choice to customers worldwide who operate in complex, high-stakes and largely regulated environments, where successful outcomes are critical. Testament to our customers’ ongoing needs for our solutions, over 60 percent of CAE’s revenue is recurring in nature. We have the broadest global presence in our industry, with approximately 13,000 employees, 180 sites and training locations in over 35 countries
