Job Title: Administration B (Customer Support)

Job ID: IMS20230504-99282

Job Location: Burnsville, MN

Job Schedule: 9/80, Training onsite daily, possible hybrid schedule after training.

Job Description:

First-line phone and e-mail support duties for our worldwide customers.

Primary interface with end-users of our software and online product offerings.

Various duties to assist our Manager of Customer Support.

Various administrative duties to assist across teams including Finance, Shipping, Sales, Engineering, PMO

Essential Functions:

• Handle all incoming support center telephone calls and email inquiries
• Fulfillment of online CBT orders
• Fulfillment of demo request orders from Sales team
• Maintain and deliver user guides and other customer facing documentation
• Administration of tools to track product orders, warranty details and other fulfillment-related information
• Assist Manager of Customer Support in various duties as needed
• Experience working with customers via telephone and email
• Strong background using personal computers
• Experience with software troubleshooting
• Familiar with Microsoft Dynamics CRM, SAP, and Microsoft Business Suite software
• Strong organizational and time management skills
• Exceptional interpersonal communication skills
• Knowledge of Customer Experience concepts

Qualifications:

• Requires a High School Diploma or equivalent and a minimum of 4 years of prior relevant experience or 2 years post-Secondary/Associates Degree with 0 to 2 years of prior related experience

Preferred Additional Skills:

• Familiar with aerospace simulation products
• Experience with software/hardware integration processes
• Experience using decision trees and troubleshooting steps
• Familiarization with aviation/aerospace industry and terminologies