Customer Support | Technical Support Specialist ELP Aviation, Inc

About ELP Aviation, Inc

Job Description

ELP Aviation Customer Support Specialists are members of a techno-functional team specialized in providing end user support and customer service for ELPs suite of custom software solutions for various airlines. Customer Support Specialists will be pivotal in ELPs software implementation, ensuring that our products, once delivered to the customer, are performing at a high level. Troubleshoot problems, provide resolutions to tier 1, and certain tier 2 issues, escalate when required, and provide excellent customer service. Responsibilities Diagnose and resolve technical issues related to both the customers user interface and the companys back-end database Serves as customers primary point of contact by way of ELPs Customer Support system, email, and phone Provide regular updates to customers on their support requests and follow incidents through to resolution Document own work, including test reports and functional specifications for small or medium complexity systems Maintain customer configurations, assessing and resolving issues in collaboration with the Business SME and Development teams Job Requirements 2-5 years of hands-on experience in a technical support role Proficiency in English, both written and verbal Familiarity with Test Management and Defect Management tools Strong communication skills, with the ability to clearly articulate ideas and issues Ability to work independently with minimal supervision Excellent organizational and planning skills, with the ability to adapt to new technologies quickly Proficient in Microsoft Word, Microsoft Excel, JIRA, and Confluence Experience in the aviation or airline industry is preferred but not required Basic understanding of programming languages (SQL, MongoDB, Node.js, Crystal Reports) is a plus but not mandatory Job Type: Full-time Work Location: Remote,