Act as a liaison between airline customers and programming department by answering phone calls and correspondence (Help Desk function)
Identify, research and resolve technical and software problems
Track and monitor customer issues to ensure a timely response and resolution
Liaison with our Development Department to document customer specifications
Test software program modifications and resolutions to report technical problems
Liaison with Technical Writing Department to develop documentation of new program features
Customer training (on-site or at Trax location)
On-call service for customer emergencies
Manage and coordinate customer projects
oversee implementations with support of our corporate team
Ability to take on customer implementation projects to ensure smooth delivery of Trax products and services
Other duties as assigned

Bachelor’s Degree in Aviation, Business or related field
At least 3-5 years of experience in the aviation field working with (or similar to) Technical Records, Engineering, Maintenance and/or Software Implementations
Must have experience working with Trax or similar related aviation maintenance software
Proficiency in the English language with ability to speak multiple languages, preferred
Outstanding Communication skills – both verbal and written
Must have excellent communication, teamwork and problem-solving skills
Excellent customer service skills, with ability to deescalate issues and provide solutions for customers
Attention to customer issues with a sense of urgency to resolve and close to ensure business continuity for customers
Requires 50%+ of domestic and international travel

Product Support Specialist – Aviation IT

Key skills