Job Description

Role And Responsibilities

CAE is a high technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Our flight services business delivers software solutions to more than 150 airline customers.

Here are few reasons why folks love working at CAE!

• Meaningful work that drives professional development
• Ability to enter and grow within the technology industry
• Work in a collaborative environment
• Be part of a high-performance team

Airlines and business aircraft operators face pressures like few others. In a heavily regulated, competitive, ultra-visible industry, they require a suite of digital tools to efficiently plan their operations and deploy their people while optimizing their performance, compliance, and customer satisfaction. That’s where CAE Civil Flight Services comes in. With our flight operations and optimization digital solutions, CAE Civil Flight Services equips aviation professionals with the data needed to make informed decisions and take control of critical tasks, so they stay focused during regular and irregular operations, such as during adverse weather events like snowstorms. By bringing together the expertise of CAE, Merlot, RB Group and Airline Operations Portfolio solutions, CAE’s Civil Flight Services offers a comprehensive portfolio of products and a digital ecosystem to address three main markets –Commercial Aviation, Business Aviation and Crew Engagement.

Your Role & Main Responsibilities

The Flight Services Team is looking for a product specialist to join our support team.

• This role implies providing 2nd level support, troubleshooting and responding to customer reported issues related to the application. This support includes investigating on testing labs, reviewing and analyzing logs, data manipulation and investigation on databases, as well as providing support through online-shared sessions with customers.
• The ideal candidate is a team focused player who enjoys helping users overcome issues, understands and practices excellent customer service by providing quality and timely support.
• Provides training and coaching to less experienced team members.
• Assist in diagnosing and resolving complex issues by correcting problems on customer environments or replicating and troubleshooting the issue in our labs.
• Connect and collaborate with other teams to escalate client issues via email, ticketing system and internal meetings.
• Gather client feedback and provide feedback to internal stakeholders
• Document issues and solutions and perform administrative tasks as required

Required skills & requirements:

• Any Bachelors degree
• 2 to 5 years experience in technical product support
• Ability to handle multiple projects simultaneously
• Ability to work under pressure
• Ability to work flexible shifts and to adapt to changing work schedules.
• Advanced computer software skills
• Advanced knowledge/experience on Microsoft Windows OS is required (knowledge on Windows Server is a plus)
• SQL knowledge is required
• UNIX/Linux knowledge is a plus
• Good written and verbal communication skills
• Fluency in English

Skills Required

• Aircraft
• Airlines
• Microsoft Office