Description
We are inviting applications for the role of an IT Support Technician based in Houston, Texas. The individual will be a key part of the Flight Operation Support technical support team, providing top-tier service to our client's customers. FOS streamlines your flight operations no matter how demanding or complex and becomes the hub of flight operations with the integration of our flight planning and data link. As part of the technical support team you will be working directly with our customers to ensure accessibility and functionality. You will be representing our client and helping to redefining aerospace.
Responsibilities:
Responsible for supporting customers flight operations through optimizing their use of the FOS application
o Problem-solve customer issues and find solutions using existing application functionality
o Troubleshoot reported application bugs and document steps to reproduce for analysis by the product engineering team
o Understand customer enhancement requests and document those requirements for review by the product engineering team
o Implement and tailor application configuration to each customers needs
o Travel onsite to train customers on FOS application implementation and best practices
o Represent the department and product by traveling to and participating in tradeshows and conferences
o Support the sales staff by performing FOS application demonstrations
o Coordinate support between the customer, engineering, infrastructure, and, if applicable, any third-party applications that interface with the application
o Maintain accurate customer information to ensure appropriate communications
o Publish and/or update support guides and articles maintained in our various document libraries
Communicate effectively with international flight departments to interpolate aviation and FOS application terminology
Constantly strive for 100% complete and accurate deliverables to internal and external customers
Participate in the on call rotation which will include after-hours and weekend support as needed
Escalate customer issues to internal teams, recording details into an issue tracking system and translate them into a corrective action plan
Test new functionality and bug fixes reporting any functional issues and following up when appropriate
Requirements
**Travel up to 25% to provide on-site product demonstrations and/or training.**
**Working hours may be non-traditional, in order to support growing worldwide customer base.**
Basic Qualifications:
A University Degree or equivalent experience and minimum 2 years' experience
Must be authorized to work in the US.
Experience in flight operations
Preferred Qualifications:
Experience with Flight Operations Systems (FOS)
Experience working in a flight scheduling/dispatching department
Experience in technical troubleshooting
Practitioner of active listening
Adaptability and resilience to change
Advocate on behalf of our customers
Technology Doesn't Change the World, People Do.
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