Customer Support Specialist
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Job Summary
Supporting EMX customers through the IFS Service Centre process, the full-time Customer Support Specialist will manage assigned support cases, investigate and resolve customer-reported issues, and collaborate with internal teams while working remotely on a 6-month contract for maternity coverage.
Key responsibilities
- Managing assigned customer support cases, incidents, and service requests in line with support processes and service-level expectations
- Investigating, analyzing, and reproducing customer-reported issues, including application-level troubleshooting
- Providing clear and timely customer updates through designated support channels and maintaining accurate case documentation
Required qualifications
- Experience in application support, technical support, or a similar customer-facing support role
- Strong understanding of case ownership, incident handling, and SLA/KPI-driven service delivery
- Ability to investigate and analyze customer issues, including application-level troubleshooting
- Experience with ServiceNow, Jira, or similar work-tracking tools
- Knowledge of aircraft maintenance planning or related aviation support processes
Complete Job Description
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