• Job Description

  Req#: 01675027
  Date Posted:
  2024-01-29
  Country:
  United States of America
  Location:
  HTX99: Field Office - TX Remote Location, Remote City, TX, 73301 USA
  Position Role Type:
  Remote
  
  FlightAware has built the world's leading aviation software platform, processing over 180+ million incoming messages an hour from over 34,000 individual data feeds-5 terabytes a day and growing! We provide the best, most complete, and most accurate real-time flight-tracking service and are proud to have built a wide variety of successful products on this foundation that have become central to the aviation industry.
  
  As a Support Specialist, you will assist FlightAware customers and users with technical issues and other inquiries and be a liaison between customers and other FlightAware teams. One team you will interact closely with is the ADSB Team. The FlightAware ADSB team is tasked with designing, building, maintaining and supporting our ADSB feeder community through our branded FlightFeeder hardware or the open source, home build PiAware hardware. In supporting our feeder community, you will be resolving and troubleshooting feeders's issues as well as ensuring the continuity of feeds and working to get feeders back online who have stopped feeding. The network consists of over 34,000 feeders and is continuously growing; the support to this group of users is paramount to supplement FlightAware's other data feeds to provide a complete picture of flight tracking services.
  
  As a key member of the support team, you will act as the main point of contact in all matters relating to customer concerns and needs. In this role, you will develop a thorough understanding of our products and service offerings and work with the customers to ensure they have all necessary information to utilize FlightAware products in accordance with their contracts. You will be expected to build and strengthen these relationships to achieve long-term partnerships and maintain accurate customer records while also staying on top of contract updates and renewals. The ideal candidate will have a passion for helping others and a drive for providing exceptional customer service.
  
  Regardless of role, we expect excellent interpersonal and communication skills across all hires at FlightAware. We look for candidates who will thrive here, meaning they demonstrate clear communication, embrace open feedback, trust their colleagues, and are driven to execute, deliver, and complete projects independently and efficiently.
  
  Primary Responsibilities:
  
  • Present an articulate and professional "face" on behalf of FlightAware.
  • Use FlightAware web-based support system to interact with customers with general or account-related inquiries. Provide ongoing support via e-mail, phone, online chat and discussion forums.
  • Provide technical front line support to our ADS-B Feeder Community for assistance with PiAware and FlightFeeder devices.
  • Work with the ADS-B Support Lead to escalate technical/hardware issues as well as issues related to replacement parts and devices.
  • Document procedures, common questions, and help develop the service infrastructure.
  • Prioritizing your workload to ensure the most critical issues are resolved first.
  • Continually learn about FlightAware's products and articulate these products to users and customers.
  
  
  Qualifications/ Experience Needed:
  
  • Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position.
  • Typically requires HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience.
  • Experience working in a customer facing role, preferably customer service and/or account management, within the aviation industry.
  
  
  Preferred Qualifications:
  
  • Have a registered FlightAware account and/or ADS-B Feeder and be familiar with the FlightAware products, website & app features.
  • Be able to think on your feet and adapt well to a quickly changing environment and work effectively with minimal supervision. Have initiative to find solutions for problems you may not understand or know about.
  • You are a private or student pilot, or you are looking to pursue your private pilot license.
  • Any aviation related education
  • Like to tinker with electronics, computers, or radio data communications equipment.
  
  
  Collins Aerospace, a RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.
  
  Connected Aviation Solutions:
  
  Our Connected Aviation Solutions team provides advanced information management systems, products and services that enable the connected ecosystem by bringing together Collins' unique breadth of aviation products with our smart digital solutions to help us enhance every aspect of the end-to-end travel experience. We help airlines, airports and business aircraft turn data into value to streamline operations, increase efficiency and reduce cost, enhance the passenger experience and contribute to sustainable flight. By combining the best networks, connectivity and data/analytics solutions, we're solving big problems for our customers and the world, while enhancing the security and connectivity of systems both on and off the aircraft, to help operators and passengers stay more connected and informed and create a more sustainable, efficient, reliable and enjoyable travel experience. Aviation connects the world. Our Connected Aviation Solutions team connects aviation. Sustainably. Seamlessly. Securely.
  
  #reempowerprogram
  
  This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX.
  
  Minimum Program Qualifications
  
  • Be on a career break of one or more year at time of application
  • Have prior experience in functional area of interest
  • Have interest in returning in either a full-time or part-time position
  
  
  Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.
  
  WE ARE REDEFINING AEROSPACE.
  
  *Please ensure the role type (defined below) is appropriate for your needs before applying to this role.
  
  Remote: Employees who are working in Remote roles* will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.
  
  • Position is remote; however, if you live within a reasonable commute of a Collins site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.
  
  
  Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world - and access to Collins sites when their work requires in-person meetings.
  
  Some of our competitive benefits package includes:
  
  • Medical, dental, and vision insurance
  • Three weeks of vacation for newly hired employees
  • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
  • Tuition reimbursement program
  • Student Loan Repayment Program
  • Life insurance and disability coverage
  • Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
  • Birth, adoption, parental leave benefits
  • Ovia Health, fertility, and family planning
  • Adoption Assistance
  • Autism Benefit
  • Employee Assistance Plan, including up to 10 free counseling sessions
  • Healthy You Incentives, wellness rewards program
  • Doctor on Demand, virtual doctor visits
  • Bright Horizons, child and elder care services
  • Teladoc Medical Experts, second opinion program
  • And more!
  
  
  At Collins, the paths we pave together lead to limitless possibility. And the bonds we form - with our customers and with each other -- propel us all higher, again and again.
  
  Apply now and be part of the team that's redefining aerospace, every day.
  
  The salary range for this role is 37,000 USD - 83,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills.
  
  Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.
  
  Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance.
  
  This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.
  
  RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.
  
  RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
  
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