Customer Support Specialist
Job Description
We are looking for a Customer Support Specialist to join our EMX Support Team. This role supports EMX customers through the IFS Service Centre process, ensuring customer cases are handled professionally, accurately and in line with global IFS support standards.
You will manage assigned EMX support cases, investigate customer-reported issues, reproduce problems where required, provide timely customer updates and work closely with internal teams such as R&D;, QA, DB and Consulting to progress cases to resolution. The role also supports the continued alignment of EMX support operations with IFS standard processes, service-level expectations, governance, customer communication and documentation practices.
Knowledge of EMX/Empower MX, aviation maintenance software or complex enterprise applications would be beneficial.
Knowledge of aviation operations, including airline, MRO, business aviation or defense aviation environments, and awareness of maintenance planning, engineering, technical records or support processes in an aviation environment or similar would be beneficial.
The core activities include:
• Managing assigned customer support cases, incidents and service requests in line with applicable support processes, service-level expectations and quality standards.
• Investigating, analysing and reproducing customer-reported issues, including application-level troubleshooting and data-related checks where needed.
• Providing clear, timely and professional customer updates through agreed support channels and maintaining accurate case documentation.
• Communicating with customers professionally and effectively through designated support tools, email and phone, ensuring a high standard of customer service at all times.
• Collaborating with R&D;, QA, DB, Consulting and other internal teams to progress customer issues to resolution.
• Helping distinguish standard support work from consulting, implementation, enhancement or product-development activities, and routing requests appropriately.
• Supporting alignment and consistency of operations with global IFS standards, including case handling, escalation, documentation, knowledge sharing and processes.
• Contributing to continuous improvement by identifying process gaps, improving knowledge content and supporting skills and capability development.
Requirements
Department: Cloud and SaaS
Function: Human Resources
Experience Level: Mid-Senior Level