Application Support Specialist (Temp-to-hire)

At Pilotbase, we're transforming the flight training industry by empowering flight schools, pilots, and aviation professionals with technology and integrations that streamline operations, drive revenue, and accelerate pilot careers.  We’re building connected experiences that serve pilots from their first flight through their entire career journey.

Pilotbase is seeking a customer-focused professional who will help us continue providing our clients with the quality of work they know and love. In this position, you will be responsible for reducing customer effort through support during phone and email conversations, with a focus on resolving technical issues they may be facing. This is a temp-to-hire position with an initial six-month contract. 

Role Overview and Responsibilities: 

• Respond to requests for assistance via phone, chat, or support ticket queue
• Become an expert on Pilotbase and it's solutions
• Solve problems and provide creative solutions to users investigate/document bugs, and help prioritize our efforts
• Log all customer interactions in our ticketing system
• Escalate issues when needed
• Respond to assigned tickets/tasks in accordance with SLA guidelines
• Apply diagnostic utilities and best practice methodology to aid in basic troubleshooting
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments
• Communicate features and benefits of new releases to improve customer efficiency and utilization
• Contribute to documentation, training materials, help articles
• Provide input for overall support process improvements

Required/Desired Experience: 

• At least one year of customer service or customer-facing experience in a SaaS environment
• Strong experience with supporting iOS, iPadOS, and MacOS applications

Compensation: 

The salary range for this role has been established at $50,000 - $60,000 annually. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The above salary range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Deadline for Applications: 

• The company will accept ongoing applications until the role is filled. There is no deadline to apply for this position.

Pilotbase is an equal opportunity employer and encourages all qualified individuals to apply. If you're excited about this role, we'd love a chance to review your resume. We value a diverse and inclusive work environment and look for passionate people who are ready to do great things. If there is a required or preferred location for an open role, it will be listed in the job description. All applicants for employment must be legally authorized to work in the United States. Pilotbase does not provide work visa sponsorship at this time.

This employer participates in the Electronic Employment Verification Program. Please visit https://www.e-verify.gov/about-e-verify for more information.

Pilotbase welcomes all direct applicants, but does not utilize recruiting services from external agencies.