Customer Support Specialist

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Oversee assigned EMX customer support cases, incidents, and service requests in accordance with support procedures, service-level expectations, and quality benchmarks.

• Investigate, analyze, and replicate issues reported by customers, including troubleshooting at the application level and conducting data-related checks.

• Deliver clear, timely, and professional updates to customers via agreed-upon support channels.

• Ensure precise case documentation, comprehensive case notes, and records that are ready for audits.

• Engage with customers through designated support tools, email, and phone communication.

• Collaborate with R&D, QA, DB, Consulting, and other internal teams to advance customer issues toward resolution.

• Differentiate standard support tasks from consulting, implementation, enhancement, or product development activities, and route requests appropriately.

• Support the alignment of EMX support operations with global IFS standards, including case management, escalation, documentation, knowledge sharing, and processes.

• Identify process gaps, enhance knowledge content, and foster skills and capability development.

⛳️ Requirements

• Proven experience in application support, technical support, service operations, or a comparable customer-facing support role.

• Strong comprehension of case ownership, incident management, customer communication, escalation procedures, and SLA/KPI-driven service delivery.

• Capability to investigate, replicate, and analyze customer issues, including application-level troubleshooting and evidence collection.

• Ability to comprehend customer operational impacts and translate business challenges into technical support activities.

• Clear and professional written communication skills, with a strong focus on case notes, customer updates, and documentation that meets audit requirements.

• Effectiveness in working with Consulting, R&D, QA, DB, and other internal stakeholder groups.

• Familiarity with ServiceNow, Jira, or similar work-tracking tools.

• Customer-centric, structured, and quality-oriented approach, demonstrating strong ownership, prioritization, and a mindset geared toward continuous improvement.

• Willingness to operate within agreed support coverage, including shift or on-call arrangements as dictated by the operating model.

• Knowledge of EMX/Empower MX or similar aviation maintenance management systems is preferred.

• Experience in supporting airlines, MRO providers, business aviation operators, or defense aviation organizations is preferred.

• Understanding of aircraft maintenance planning, engineering records, maintenance control, or continuing airworthiness processes is preferred.

• Experience in a regulated or compliance-driven operational environment is preferred.

• Experience in an SLA/KPI-driven support environment is preferred.

• Knowledge of ITIL or similar frameworks is preferred.

• Experience contributing to knowledge management, process improvement, or operational standardization is preferred.

🏝️ Benefits

• Opportunities for remote work.

• Hybrid work options available.

• Flexible working arrangements.

• Inclusive workplace experiences.

• Chance to work within a global and diverse environment.

• Commitment to sustainability initiatives.

• Opportunities for professional skills and capability development.