Software Support Technician

About CAMP Systems:
At CAMP Systems, we are the trusted leader in aircraft compliance and health management, proudly serving the global business aviation industry. With over 20,000 aircraft and 33,000 engines supported by our cutting-edge platforms, and partnerships with more than 1,300 maintenance facilities and parts suppliers worldwide, we're shaping the future of aviation technology. Since our founding in 1968, we've grown to a dynamic team of 1,600+ employees across 14 locations globally-all united by a passion for innovation and excellence.

Our Mission & Vision:
We connect the aviation industry through smart technology to make flight safer and more efficient, driving the future of aviation with intelligence and exceptional customer experiences.

Our Values & Excellence Mindset:
We are customer obsessed, trust-driven, owners of our work, stronger together, constantly curious, and boldly innovative.

What You Will Experience in This Role:

As a CORRIDOR Software Support Specialist, you'll work in a dynamic, supportive team environment, learn fast, and apply your problem-solving and communication skills to assess, resolve and document client software issues with a continuous focus on client satisfaction. If you're a collaborative, detail-oriented problem-solver... and generally a very helpful person, we want to meet you!

Responsibilities:
* Troubleshoot, diagnose, identify, and resolve software issues by means of research, testing and remote screen sharing.
* Provide Tier 1 support responding to customer emails, interfacing with customers on our customer support portal, and answering the customer support phone line for all incoming service requests; including the Customer Emergency Support line.
* Provide answers directly to clients by identifying problems, researching answers, and guiding clients through corrective steps quickly, clearly, and jargon-free.
* Escalate incidents to Senior Support Engineers and alert manager of priorities and problems.
* Consult with customers on the ideal use of the software based on best practice and customer business processes.
* If unable to provide the solution, collect and document necessary information for appropriate specialists to address. Follows through all calls and issues until resolved.
* Create and maintain working documents which include processes, procedures, FAQs, and known errors, etc., contributing to a working knowledgebase.
* Perform assigned customer support tasks to ensure adherence to SLAs and other Software Maintenance Agreement timelines and requirements.
* Assume ownership of issues/problems/projects and resolve them in a timely manner.
* Other duties may be assigned.

You have:
* Bachelor's degree preferred. Will consider candidates with associate's degrees or equivalent from a two-year college/technical school with a minimum of two (2) years related work experience.
* Must be comfortable using and learning complex software applications with the capability and desire to teach others how to use our software solutions to solve their business needs.
* Must have the ability to operate independently with a high degree of productivity and reliability whether working from the company office or from home.
* Must have the ability to be on-call beyond normal business hours and on weekends. Successful candidates may participate in rotational after hours "on call" support on a regular basis.
* Must be a strong team player both learning from and helping other team members.
* Must be an excellent verbal and written communicator to both internal team members and customers.
* Must have intermediate to advanced knowledge of Microsoft Office suite, specifically Outlook and Excel.
* Exposure/experience in preparing and presenting basic software training information is a plus.
* Knowledge and/or experience of aviation industry a plus.
* Bilingual communication skills are a plus.
* Knowledge of and/or experience in accounting vernacular and processes are a strong plus.
* Knowledge of client/server software systems, SQL, Microsoft Server, Oracle databases and IT networking standards systems are a plus.
* Hardware/software troubleshooting experience in environments servicing remote users is a plus.
* Previous customer support experience for an enterprise SaaS software solution (including CORRIDOR) is a strong plus.

Why Work at CAMP?
Join a culture where your ideas matter, your impact is real, and your growth is supported. Be part of a team reimagining the future of aviation.

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer - vets/disabled

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or protected veteran status EEO.