Customer Support Specialist
Core
Manage assigned customer support cases for EMX/Empower MX aviation maintenance software, investigating issues and collaborating with internal teams to ensure resolution.
Role type
Senior IC customer support specialist (enterprise software)
Builds
Production support operations for EMX/Empower MX
Domain
Aviation maintenance software / Enterprise IT support
Required skills
case ownership, incident handling, application-level troubleshooting, SLA/KPI-driven service delivery, technical documentation, stakeholder collaboration, work-tracking tools proficiency
Preferred skills
EMX/Empower MX knowledge, aviation operations experience, ITIL framework, knowledge management, process improvement
Technologies
ServiceNow, Jira
Responsibilities
Investigate and reproduce customer-reported issues; provide timely updates via support channels; collaborate with R&D, QA, DB, and Consulting teams; distinguish support work from consulting/enhancement requests; contribute to process alignment with global standards.
Seniority
Mid-level, hands-on IC
