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Polaris Aero · 1 day ago

Training and Support Specialist

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Polaris Aero is a leading aviation software company that specializes in risk analysis and safety management systems. As a Training and Support Specialist, you will ensure clients achieve seamless adoption and success with the VOCUS aviation safety software platform by delivering training sessions and providing technical support.

AerospaceRisk ManagementSoftwareTraining

Hiring Manager

Kellie N. Roby, CAM

Responsibilities

Assist in Client Onboarding: Support the execution of onboarding strategies by assisting with account configurations, integrations with client systems (e.g., scheduling and FOQA platforms), and initial user setup under the guidance of the Training and Onboarding Lead and the Support Team

Develop Training Materials: Contribute to creating and updating training resources, such as user guides, video tutorials, webinars, and FAQs, incorporating new product features and client feedback

Conduct Support and Training Sessions: Deliver virtual training workshops, product demos, and one-on-one support calls for clients, focusing on the practical application of the platform for aviation safety compliance and operations

Provide Technical Support: Respond to client inquiries via Zendesk, assist with troubleshooting issues related to platform usage, integrations, or features, and escalate complex problems to senior team members or product support

Customize Client Assistance: Participate in needs assessments during onboarding calls and tailor support responses to address specific client challenges, such as regulatory requirements or operational workflows

Monitor Client Progress: Track support tickets, onboarding milestones, and user engagement metrics; provide insights to the Training and Onboarding Lead to refine processes and improve client satisfaction during the implementation process

Cross-Functional Support: Work with sales, product, and customer success teams to ensure smooth handoffs, incorporate feature updates into support materials, and assist in post-onboarding retention efforts

Issue Resolution and Feedback: Identify common user barriers, resolve them proactively, and collect client feedback to inform continuous improvements in training and support delivery

Qualification

Customer support experienceTraining deliveryAviation safety knowledgeSaaS familiarityTechnical support skillsMicrosoft Office SuiteVideo conferencing toolsTicketing systemsProject management softwareCommunication skillsTime managementProblem-solvingAdaptabilityContinuous learning

Required

Bachelor's degree in Education, Aviation, Business, Technical Support, or a related field or equivalent experience

2+ years of experience in customer support, training, or technical assistance roles, ideally in SaaS, aviation, or regulated industries

Demonstrated ability to deliver effective training and support that enhances user adoption and satisfaction

Basic knowledge of aviation safety concepts (e.g., SMS, IS-BAO) and familiarity with SaaS tools; prior experience in aviation operations is a plus

Strong written and verbal communication skills, with the ability to simplify technical information for diverse audiences

Proficiency in Microsoft Office Suite, video conferencing tools (e.g., Teams), ticketing systems (e.g., Zendesk), and project management software (e.g., Asana)

Willingness to travel up to 10% for occasional on-site support or training sessions