Customer Support Specialist

About the role

We are looking for a Customer Support Specialist to join our EMX Support Team. The role supports EMX customers through the IFS Service Centre process, ensuring cases are handled professionally, accurately and in line with global IFS support standards.

Key responsibilities

• Manage assigned EMX support cases, incidents and service requests, adhering to support processes, service‑level expectations and quality standards.
• Investigate, analyse and reproduce customer‑reported issues, including application‑level troubleshooting and data checks.
• Provide clear, timely updates to customers via designated support channels and maintain accurate case documentation.
• Collaborate with internal teams such as R&D, QA, DB and Consulting to progress issues to resolution.
• Help distinguish standard support work from consulting, implementation or product‑development activities and route requests appropriately.

Required profile

• Experience in application support, technical support or a similar customer‑facing role.
• Strong understanding of case ownership, incident handling, escalation paths and SLA/KPI‑driven service delivery.
• Ability to investigate, reproduce and analyse customer issues, including evidence gathering.
• Clear and professional written communication with disciplined case notes and audit‑ready documentation.
• Willingness to work within agreed support coverage, shift or on‑call arrangements when required.

Required skills

• ServiceNow or similar work‑tracking tool.
• Jira or comparable issue‑tracking system.
• Knowledge of EMX / Empower MX aviation maintenance management systems.
• Familiarity with ITIL or similar service‑management practices.