Customer Support Specialist

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 1,300 employees in 13 locations around the world.

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 Business Media portfolio.

Job Summary

CAMP is currently seeking a Customer Support Representative to join our Level 1 team. The successful candidate will be responsible for handling inbound support issues and requests from customers through the ticketing system, phone, and email. They will troubleshoot the issue, resolve it where capable, or triage the problem for escalation to our Level 2 support team.

This position will be a hybrid role, sitting in our Austin, TX location. The required schedule is Monday through Friday from 3:30 pm - 12 AM

Responsibilities

• Taking inbound support calls from customers.
• Fielding customer issues and requests via a ticketing system, as well as by email.
• Communicate effectively to ensure the highest quality of customer interactions.
• Able to understand customer issues to ensure accurate data capturing and comprehensive ticket escalations.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers and documenting reproduction steps to escalate issues to Level 2 support.
• Triage and prioritize Level 2 support issues daily.
• Recognize when challenging items must be escalated to the product development team.
• Recognize recurring issues and work with the product development team to identify long term resolution strategies.

Requirements

• Bachelor's degree in business, engineering, or computer science.
• 0 to 3 years of customer service/support experience required.
• 0 to 3 years of software support or software product-related experience highly preferred.
• Understanding of relational databases and the ability to write basic SQL queries a major plus.
• Strong desire to expand technical knowledge of software.
• Proven ability to work in a fast paced, demanding, customer service-oriented environment.
• Ability to quickly identify the true problem that a customer is experiencing.
• Must be a curious, a proactive problem solver, and able to handle multiple complex issues and tasks.
• Welcomes solving problems with a positive attitude, teamwork and innovation.

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 [email protected].

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