Customer Support Specialist
About the role
The Customer Support Specialist at IFS will join the EMX Support Team to provide professional support to EMX customers via the IFS Service Centre. The role involves managing customer support cases, investigating and reproducing reported issues, providing timely updates, and collaborating with internal teams such as R&D, QA, DB, and Consulting to resolve cases. The position also supports the alignment of EMX support operations with global IFS standards, focusing on service-level expectations, governance, and documentation. Candidates should have experience in application or technical support, strong case management and communication skills, and the ability to work with various internal stakeholders. Experience with tools like ServiceNow or Jira is required. The company offers a global, diverse, and flexible work environment with a focus on innovation and inclusion.
Must have
- 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 have
- 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.
Technologies
- IFS
- ITIL
- Jira
- ServiceNow
Highlights
The company supports hybrid and flexible work arrangements to accommodate diverse needs and lifestyles. There may be shift or on-call requirements depending on the support model. IFS emphasizes an inclusive and community-driven workplace.
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