Software Support Technician

CAMP Systems International, Inc.•,

10d•$26 - $30

About The Position

CAMP Software Inc. provides Totalfbo, an all-in-one software platform for Fixed Base Operators (FBOs), supporting operations such as fueling, invoicing, customer service, and compliance. The Software Support Technician provides Tier I help desk support to Totalfbo clients, troubleshoots software issues, guides customers through corrective steps, and escalates incidents when needed. The role also contributes to support documentation and knowledgebase materials, follows software maintenance agreement requirements, and assists other help desk technicians.

Requirements

Associate degree or equivalent from a two-year college or technical school and at least two years of related experience and/or training, or an equivalent combination of education and experience.
Exposure to or experience preparing and presenting basic software training information.
Positive, adaptable attitude toward AI-enabled tools and automation, with willingness to learn and apply them to improve customer support, troubleshooting, and operational efficiency.
Ability to read, analyze, and interpret technical procedures and understand general business correspondence.
Ability to effectively present information and respond to questions through multiple communication methods with internal and external stakeholders.
Knowledge of and/or experience with accounting processes.
Knowledge of current networking standards.
Familiarity with system administration.
Fluency with Microsoft Server and Windows operating systems.
Intermediate to advanced knowledge of Microsoft Office, including Outlook and Excel.
Hardware and software troubleshooting experience in environments serving local and remote users.

Nice To Haves

Knowledge of or experience in the aviation industry.
Bilingual ability, with Spanish preferred.
Knowledge of accounting systems such as QuickBooks or Great Plains.
Knowledge of client/server software systems, SQL, and Oracle database systems.

Responsibilities

Troubleshoot, diagnose, identify, and resolve software issues through research, testing, and remote screen sharing.
Provide Tier I support by answering incoming help desk phone calls and email service requests, including the Emergency Support line.
Identify customer problems, research answers, and guide clients through corrective steps clearly and without jargon.
Escalate incidents to Senior Support Engineers and alert the manager about priorities and problems.
Advise customers on ideal software use based on best practices and their business processes.
When unable to resolve an issue, collect and document the information needed by the appropriate specialist, and follow calls and issues through resolution.
Create and maintain working documents such as processes, procedures, FAQs, and known errors for the knowledgebase.
Follow Software Maintenance Agreement timelines and requirements.
Assist other help desk technicians as needed.
Perform other duties as assigned.