Customer Support Officer N-FP (N-Flight Planning)

Location: Bangkok Area, Thailand. Full-time onsite role with rotating shifts, including weekends and bank holidays; working hours are 12:00–22:15 ICT.

Company

hirify.global Flight Operations Services provides flight operations solutions and customer support services through the Skywise platform.

What you will do

• Act as the main customer contact for Skywise N-Flight Planning and other products in scope through the Skywise Support Portal.
• Log, manage, follow up, and close customer queries according to internal and customer-specific SLAs.
• Investigate and troubleshoot issues using available tools, perform permitted system changes, and escalate cases when required.
• Work with Product Management, Software Development, Technical Operations, Production, and other teams to resolve issues and improve customer satisfaction.
• Provide customer training on products and the support system, typically through webinars.
• Develop knowledge of additional Skywise products, complete assigned training, and maintain quality and health and safety standards.

Requirements

• Degree in Information Technology or equivalent.
• Minimum 2 years of relevant experience.
• Working knowledge of airline operations, such as experience in a Dispatcher or Airline Operations role; a pilot licence or Dispatcher experience is required.
• Experience with N-Flight Planning.
• Good analytical, investigation, and troubleshooting skills, including the ability to handle complex topics.
• Strong written and verbal communication skills in English.
• Familiarity with Google Workspace and associated programs, and with helpdesk ticketing tools.
• Self-motivated, proactive, disciplined, patient, independent, organized, service-minded, and able to manage multiple priorities and work under pressure.
• Able to work effectively both as part of a shift team and independently, communicate clearly, seek guidance in blocking situations, and learn and reapply knowledge.
• Flexibility to work rotating shifts, weekends, and bank holidays.

Culture & Benefits

• Collaborative, inclusive, and diverse working environment.
• Commitment to integrity, compliance, equal opportunities, and sustainable growth.
• Flexible working arrangements are supported where possible to facilitate collaboration.
• 12-month fixed-term contract.