Customer Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Specialist managing EMX support cases for IFS, a global enterprise software company. Investigating aviation software issues and coordinating resolution with technical teams.
Responsibilities:
- Manage assigned EMX customer support cases, incidents and service requests in line with support processes, service-level expectations and quality standards
- Investigate, analyse and reproduce customer-reported issues, including application-level troubleshooting and data-related checks
- Provide clear, timely and professional customer updates through agreed support channels
- Maintain accurate case documentation, case notes and audit-ready records
- Communicate with customers through designated support tools, email and phone
- Collaborate with R&D, QA, DB, Consulting and other internal teams to progress customer issues to resolution
- Distinguish standard support work from consulting, implementation, enhancement or product-development activities and route requests appropriately
- Support alignment of EMX support operations with global IFS standards, including case handling, escalation, documentation, knowledge sharing and processes
- Identify process gaps, improve knowledge content and support skills and capability development
Requirements:
- Experience in application support, technical support, service operations or a similar customer-facing support role
- Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery
- Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering
- Ability to understand customer operational impacts and translate business issues into technical support activities
- Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation
- Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups
- Experience with ServiceNow, Jira or similar work-tracking tools
- Customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset
- Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model
- Knowledge of EMX / Empower MX or comparable aviation maintenance management systems is desirable
- Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations is desirable
- Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes is desirable
- Experience working in a regulated or compliance-driven operational environment is desirable
- Experience working in an SLA / KPI-driven support environment is desirable
- Knowledge of ITIL or similar practice is desirable
- Experience contributing to knowledge management, process improvement or operational standardization is desirable
Benefits:
- Remote work opportunities
- Hybrid work opportunities
- Flexible work arrangements
- Inclusive workplace experiences
- Opportunity to work in a global, diverse environment
- Commitment to sustainability
- Opportunities to contribute to professional skills and capability development
Similar Jobs
Team Lead, Customer Service – Support
Team Lead Customer Support bei Recare, einem deutschen HealthTech-Unternehmen für digitales Entlassmanagement. Führung des Supports, KPI-Steuerung und Integration KI-gestützter Support-Lösungen.
Senior Manager, Vendor Operations, Customer Support
Senior manager leading Airbnb’s outsourced customer support operations across EMEA and LATAM. Improving NPS, vendor performance, and customer trust through data-driven team leadership.
Atención al Cliente
Asesor telefónico remoto atendiendo consultas de clientes Claro Postpago para MDY, empresa transnacional de BPO. Turno vespertino, sin ventas y con o sin experiencia.
Customer Support Representative
Customer Support Representative providing phone and email support for customers and suppliers. Troubleshooting orders, sales, and basic technical issues while documenting cases in CRM and ticketing systems.
Customer Support
Customer Support Representative resolving member, client, provider, and partner inquiries for VSP Vision’s eye-care business. Handling orders, claims, payments, complaints, and customer education remotely.
Manager, Customer Experience – Healthcare Delivery
Customer experience manager improving patient feedback across CVS Health's MinuteClinic, Oak Street Health, and Signify. Analyzing insights, managing CX programs, and guiding healthcare delivery improvements.
Spanish Bilingual Customer Care Agent
Spanish bilingual customer care agent supporting Embrace Pet Insurance customers with policy changes, coverage questions, and claims. Handling high-volume phone and email inquiries remotely.
Advising Support Representative
Advising Support Representative supporting Capella University learners with academic records, policies, financing, and advising resources. Resolving requests through phone, text, email, and casework.
Sales Support Specialist
Sales Support Specialist supporting ABB’s electrification products through technical solutions, documentation, CRM, and customer issue resolution. Developing new business opportunities across the U.S. market.
Customer Support Specialist – Zendesk
Customer Support Specialist supporting marketplace users and business partners across phone, email, SMS, and chat. Resolving complaints, escalations, disputes, and safety concerns for Australian and UK customers.
Customer Support Representative – Contract
Customer Support Representative resolving digital platform inquiries for a growing media platform. Managing HubSpot tickets, troubleshooting issues, and improving customer support operations.
Clinical Support Specialist
Clinical Support Specialist training hospitals and supporting adoption of Hyperfine’s portable Swoop MRI system. Providing clinical expertise, implementations, demonstrations, and customer-site support across the assigned western territory.
Client Support Specialist
Business Intelligence Associate Analyst supporting data reporting and insights for Ensemble’s healthcare revenue cycle management solutions. Preparing, validating, and organizing data for stakeholder decisions.
Customer Support Consultant, E-commerce
Customer Support Consultant handling e-commerce customer inquiries for SupportYourApp, a global Intelligent Support-as-a-Service provider. Resolving shipping, returns, orders, and price adjustments remotely.
Employee Support Specialist – HR, Payroll, Global Employment
Employee Support Specialist supporting Remote People’s global payroll and employment platform across EMEA. Managing employee lifecycle cases involving payroll, benefits, contracts, onboarding, and compliance.
Pharmacy Technician, Retail Customer Care
Remote CVS Health pharmacy technician handling prescription inquiries and customer care. Verifying medications, processing prescriptions, and escalating complex issues from Rhode Island.
Customer Experience Mobilization – PM/BA, Financial
CX mobilization PM/BA supporting Gainwell Technologies’ healthcare contact center launches. Managing requirements, project artifacts, financial variance analysis, and Medicaid-related client delivery.
Customer Support Specialist – SAAS
Customer Support Specialist supporting Fergus SaaS customers across phone, email, chat, and tickets. Troubleshooting product issues and improving self-service content from the Philippines.
Licensed Customer Experience, Team Lead
Licensed customer service team lead coaching insurance representatives at Aspire General Insurance Services. Improving customer experience, compliance, staffing, and call-center performance.
Cantonese/English Customer Support Agent
Cantonese/English Customer Support Agent assisting gaming, e-commerce, and tech customers for 5CA. Troubleshooting issues through email, chat, social media, and phone.