Technical Support Specialist I

Overview

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,600 employees in 13 locations around the world.

Inventory Locator Service (ILS), a CAMP Systems company, has helped customers by collecting data about parts available in the marketplace and organizing them into one user-friendly database. The new and used parts locator service developed by ILS has helped numerous customers in the aviation, marine, and defense sectors find the parts they need, streamline procurement, sell their parts inventory, improve their MRO services, and automate their supply chain operations.

CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Transportation Division.

Job Summary

The Tech Support Specialist will be based out of our Cordova, TN location. The successful candidate will be responsible for handling inbound support requests from customers, troubleshooting database issues, completing data requests, and effectively triaging and escalating issues to our Level 2 technical support team.

The Tech Support Specialist will work directly with our customers and collaborate closely with the Customer Support, Sales, Accounting and the Customer Success teams to ensure our customers receive the most value from the ILS offerings. As a Tech Support Specialist, you will build and maintain strong professional relationships with our key global customers to ensure we are enhancing our customer experience by providing world-class support.

This is a highly collaborative role, which requires excellent organization, attention to detail, clear communication and a passion for building customer relationships.

Responsibilities

• Maintains a detailed knowledge of our products and the impact they can have on our customers.
• Maintain high levels of customer engagement with a focus on customer satisfaction
• Taking inbound support calls from customers.
• Responding efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued.
• Identify common customer challenges and actively suggest solutions based on our product/service offerings.
• Works cross-functionally within the organization.
• Engaging in active listening with callers and documenting reproduction steps to escalate the issue to Level 2 technical support.
• Triage and prioritize Level 2 support issues daily.
• Troubleshooting ILS/ eCommerce platform and integrated ERP issues
• Training end users on administration of eCommerce platform.
• Setup and configuration of eCommerce platform.
• Generating analytics and reporting on eCommerce platform utilization statistics
• Recognize when challenging items must be escalated to product development team.
• Recognize recurring issues and work with product development teams to identify long term resolution strategies.
• Testing and evaluating new technologies
• Support initial rollout of solutions to customers
• Support ongoing upgrades/changes to solutions for customers
• Support customer change requests
• Diagnose and address customer issues
• Serve as liaison between clients and technology teams

Requirements

• Bachelor's degree in related discipline. May consider combination of equivalent experience and education in lieu of degree.
• 1 to 2 years of customer service/support experience required.
• 1 to 2 years of software support or software product related experience required.
• Excellent verbal and written communication skills with the ability to document and communicate with internal and external resources
• Familiarity with scripting languages a plus
• Familiar with SOAP and RESTFul web service APIs
• Proficiency in Windows/Mac/Linux
• Basic understanding of databases and database queries
• Familiarity with ticketing systems (i.e., Zendesk, Salesforce Service Cloud, etc.)
• Strong desire to expand technical knowledge.
• Proven ability to work in a fast paced, demanding, customer service-oriented environment.
• Exceptional attention to detail and ability to solve complex, interdependent problems required to ensure accuracy and effective execution of all projects and tasks undertaken
• Ability to quickly identify the true problem that a customer is experiencing.
• Ability to troubleshoot and resolve database related bugs and issues.
• Must be a proactive problem solver, and able to handle multiple complex issues and tasks
• Welcomes solving problems with a positive attitude, teamwork and innovation.
• Bilingual a plus (English/Spanish)

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE