Customer Support Specialist - 6 month Contract, Maternity Coverage

IFS•Itasca, IL

1h•$65,000 - $75,000

About The Position

IFS is hiring a Customer Support Specialist for its EMX Support Team. The role supports EMX customers through the IFS Service Centre process, ensuring cases are handled professionally, accurately, and in accordance with global IFS support standards. The specialist manages assigned cases, investigates customer-reported issues, reproduces problems when needed, provides timely updates, and collaborates with internal teams to resolve issues. The role also helps align EMX support operations with IFS processes, service-level expectations, governance, customer communication, and documentation practices. The position may involve shift, coverage, or on-call participation depending on business and customer support requirements. IFS describes its working arrangement as a balance of remote and in-office work, enabling flexibility while supporting in-person connection with colleagues.

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 analyze 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.
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

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 EMX/Empower MX or comparable aviation maintenance management systems.
Knowledge of ITIL or similar practice.
Experience contributing to knowledge management, process improvement, or operational standardization.
Knowledge of aviation maintenance software or complex enterprise applications.

Responsibilities

Manage assigned customer support cases, incidents, and service requests according to applicable processes, service-level expectations, and quality standards.
Investigate, analyze, and reproduce customer-reported issues, including application-level troubleshooting and data-related checks where needed.
Provide clear, timely, and professional customer updates through agreed support channels and maintain accurate case documentation.
Communicate professionally with customers through designated support tools, email, and phone.
Collaborate with R&D, QA, DB, Consulting, and other internal teams to progress customer issues to resolution.
Distinguish standard support work from consulting, implementation, enhancement, or product-development activities and route requests appropriately.
Support alignment and consistency with global IFS standards for case handling, escalation, documentation, knowledge sharing, and processes.
Contribute to continuous improvement by identifying process gaps, improving knowledge content, and supporting skills and capability development.