Customer Support Representative

About the role:

Avinode is looking to add another "Noder" to their growing business and are now looking for a Customer Support Representative based in Sweden. You will have the flexibility to work from the Gothenburg office or remotely, whichever suits you best. Your daily work will focus on supporting clients with inquiries for all three platforms - Avinode, Schedaero and Paynode, via e-mail, chat and phone. The questions may regard pricing, billing or functionality in the platform among other things.

In addition to supporting customers with questions, you will also coordinate feedback to product teams as well as IT or customer success, in order to escalate in the right manner and make sure that errors in the systems get resolved.

The team is currently taking shape and therefore you will have the opportunity to affect and form your daily work through suggestions, initiatives for improvement and other creative ideas.

In summary you will:

Solve customer inquiries over e-mail, chat and phone
Manage and coordinate urgent and complicated support issues via the company helpdesk software (Zendesk)
Make sure customer feedback is heard through communication with engineering and product teams
Work closely with Onboarding, Customer Success and Sales to resolve problems

Ideal candidate: 

We are looking for someone who has a go-getter personality with a great sense of customer service. You need to be able to take initiative and comfortable in communicating with different stakeholders.

Experience in working with customer service in helpdesk software such as Zendesk or similar
Experience in working with a SaaS-platform
A history of success in a customer-facing role
You have a start-up mentality and can thrive in a fast-pace and sometimes ambiguous work environment
Strong problem-solving abilities to quickly understand customer's core issues and find creative solutions
You have a passion for technology and for being a part of a fast-growing SaaS company
Your English is on a native speaker level (spoken and written)

About the company:

Avinode Group, owned by World Fuel Services, brings tech solutions to business aviation problems. We spotted a gap in the market and created a set of indispensable tools - the modern business aviation essentials.

Today, we operate a growing suite of applications that 7,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of delivering consistently excellent customer service and unique, ever-improving products.

Avinode, is the world’s leading air charter sourcing platform for business aviation professionals to buy and sell charter online. Every year, Avinode processes around 8.0 million trip searches and 13 million trip requests.

Schedaero, is a flight operations platform that enables operators and flight departments to schedule, maintain and sell out private fleets with ease. Schedaero brings all charter sales activities and details together in one place.

Paynode, is our payment platform specifically designed to facilitate payments in the air charter industry. With Paynode, our members can send and receive payments with anyone, anywhere – all in one easy workflow allowing industry professionals to transact 24/7/365.

This level of sophistication doesn’t stop us from having fun, however. We “Noders” find it important to enjoy an open and friendly work atmosphere, where a bit of quirky humor is always welcome. With 100+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue. Avinode seeks candidates who thrive on exciting assignments and can collaboratively work alongside smart, humorous, and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to exceed expectations.

To know more about who we are and what we do, please visit our website avinodegroup.com

Employment: 

This is a recruitment process meaning you will be hired by Avinode directly and OIO acting as a recruitment partner with all questions regarding the role going through us.

Additional info:
Employment type: Full-time
Location: Gothenburg/Remote
Contact: Dino Segetalo

About OIO:

Our passion is to help you find the right role and workplace. At the same time, we are aware of the fact that you are picky and choose carefully before taking your next career step, we would do the same. That is why we are dedicated in making sure we get to know you and your ambitions during the recruitment process. We believe that people in the right place have a greater chance of reaching their full potential. Through fair, uncomplicated employment conditions and a present leadership, we strive to help you grow professionally. In this way, we aim to become an obvious career partner for you. We are as picky as you are.