Customer Support Specialist

IFS

5d•Hybrid

About The Position

We are looking for a Customer Support Specialist to join our EMX Support Team. This role supports EMX customers through the IFS Service Centre process, ensuring customer cases are handled professionally, accurately and in line with global IFS support standards. You will manage assigned EMX support cases, investigate customer-reported issues, reproduce problems where required, provide timely customer updates and work closely with internal teams such as R&D, QA, DB and Consulting to progress cases to resolution. The role also supports the continued alignment of EMX support operations with IFS standard processes, service-level expectations, governance, customer communication and documentation practices. Knowledge of EMX/Empower MX, aviation maintenance software or complex enterprise applications would be beneficial. Knowledge of aviation operations, including airline, MRO, business aviation or defense aviation environments, and awareness of maintenance planning, engineering, technical records or support processes in an aviation environment or similar would be beneficial.

Requirements

Experience in application support, technical support, service operations or a similar customer-facing support role.
Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery.
Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering.
Ability to understand customer operational impacts and translate business issues into technical support activities.
Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation.
Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups.
Experience with ServiceNow, Jira or similar work-tracking tools.
A customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset.
Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model.

Nice To Haves

Knowledge of EMX / Empower MX or comparable aviation maintenance management systems.
Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations.
Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes.
Experience working in a regulated or compliance-driven operational environment.
Experience working in an SLA / KPI-driven support environment.
Knowledge of ITIL or similar practice.
Experience contributing to knowledge management, process improvement or operational standardization.

Responsibilities

Managing assigned customer support cases, incidents and service requests in line with applicable support processes, service-level expectations and quality standards.
Investigating, analysing and reproducing customer-reported issues, including application-level troubleshooting and data-related checks where needed.
Providing clear, timely and professional customer updates through agreed support channels and maintaining accurate case documentation.
Communicating with customers professionally and effectively through designated support tools, email and phone, ensuring a high standard of customer service at all times.
Collaborating with R&D, QA, DB, Consulting and other internal teams to progress customer issues to resolution.
Helping distinguish standard support work from consulting, implementation, enhancement or product-development activities, and routing requests appropriately.
Supporting alignment and consistency of operations with global IFS standards, including case handling, escalation, documentation, knowledge sharing and processes.
Contributing to continuous improvement by identifying process gaps, improving knowledge content and supporting skills and capability development.