Technical 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.

Inventory Locator Service (ILS), a division of CAMP 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 Business Media portfolio.

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 work to our Level 2 technical support team.

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 work 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 the 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

• Represents through professional interactions with all internal and external clients
• Maintains a professional, helpful, and positive demeanor in all dealings with client base
• Serves as a client advocate through product and implementation improvement collaboration
• Assists in trouble shooting of installation problems, application issues, networking issues, and answering program functionality questions
• Provides reasonable custom query and report assistance
• Documents issues and shares information with other departments for product and service improvements
• Presents problem analysis and recommended solutions in a creative and logical manner
• May be responsible for specific programs, customers and/or projects
• Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels
• Delivery of high levels of customer engagement focus on customer satisfaction
• Engaging in active listening with callers and documenting reproduction steps to escalate issue to Level 2 technical support.
• Increases and maintains technical knowledge relating to all ILS/eCommerce platform and ERP Issues
• Early participation in product design and testing
• Triage and prioritize Level 2 support issues on a daily basis.
• Troubleshooting ILS/ eCommerce platform and integrated ERP issues
• Training end users on administration of eCommerce platforms
• Setup and configuration of eCommerce platform.
• Generating analytics and reporting on eCommerce platform utilization statistics
• Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate

Requirements

• Associates or Bachelor's degree related discipline may consider combination of equivalent work experience
• Up to 2 years in customer & technical support/ service
• Up to 2 years in software/support/product experience
• Direct experience in a customer facing role with demonstrated ability to gather complex customer requirements
• Strong technical aptitude and a quick learner with the ability to understand.
• Excellent analytical, research, organizational and planning skills
• Excellent teamwork skills, and the ability to develop and maintain internal and external relationships
• Proven ability to influence cross-functional teams
• Exceptional communication, influencing and presentation skills
• 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
• 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
• 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 [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